Water & Wastewater Program Ambassador

Job Summary

Reporting to the Manager, Water & Wastewater Customer Response & Outreach, this position is jointly responsible for the administration of the Region Wide Basement Flooding Mitigation Subsidy Programs and Toilet Rebate Programs. Additionally, this position is responsible for promoting and educating customers regarding the Region’s water and wastewater services, programs, policies and by-laws. 

Duties & Responsibilities

• Develops and applies knowledge of water and wastewater services and programs, including Advanced Metering Infrastructure, High-Efficiency Toilet Rebate and Enhanced Basement Flooding Mitigation Program. 
• Provides technical guidance on subsidy program requirements, including basic plumbing and drainage concepts. 
• Administers rebate and subsidy programs, by verifying eligibility, processing applications, and ensuring compliance with program criteria. 
• Delivers high-quality customer service by responding to routine, escalated, and sensitive inquiries and complaints via phone, email and in-person. 
• Clearly explains program details, eligibility requirements and consideration to residents. 
• Resolves customer concerns effectively and efficiently, maintaining a professional and empathetic approach. 
• Develops clear, concise correspondence and reports for residents, internal stakeholders and senior management. 
• Provides technical advice on customer obligations under the Drink Water System By-law (No. 71-19), Wastewater System By-law (No. 184-95) and Sewer Use By-law (No 2-03).  
• Maintains accurate documentation and recommends escalation of compliance issues to Senior Management for potential enforcement. 
• Provides training and ongoing support to Water and Wastewater Customer Service Clerks, interns, students, and Operations staff on customer response documentation, procedures and work instructions. 
• Monitors, tracks and reports on rebate and subsidy program participation and uptake to support program evaluation and decision-making. 
• Promotes and educates the public on water and wastewater services and programs through community outreach and events.  
• Recommends improvements to customer-facing materials (scripts, printed materials, and websites)  to enhance accuracy, clarity, and alignment with frequently asked questions. 
• Provides administrative support for Bulk Water and Hauled Sewage Receiving programs including customer account setup, troubleshooting, and preparation and distribution of monthly customer statements. 
• Assists with the delivery of Halton’s Children’s Water Festival, including event setup and teardown, volunteer coordination, and on-site activity support. 
• Other duties as assigned. 

Skills & Qualifications

Essentials

• Post-Secondary degree or diploma in Environmental Studies or Business Administration, or related field.
• Minimum of three (3) years of relevant experience in a customer service, public relations role or program administration, preferably within a municipal or public-sector environment. 
• Technical knowledge of wastewater collection systems, including the impacts of inflow and infiltration on flooding, site and household drainage, and various technologies to mitigate basement flooding. 
• Strong customer service skills and excellent verbal and written communication skills, with experience drafting clear, accurate, and politically sensitive correspondence. 
• Demonstrated ability to handle sensitive situations and difficult conversations with tact, professionalism, discretion, and sound judgement. 
• Strong problem-solving and conflict resolution skills, with the ability to prioritize workloads, meet objectives, and collaborate effectively with internal and external stakeholders. 
• Proven ability to build and maintain effective working relationships with customers, community members, and internal and external stakeholders. 
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint), including experience with data management, analysis, and reporting. 

Preferred

• Experience using customer relationship management (CRM) software systems like salesforce, call center technology (Genesys) and computerized maintenance management systems (Infor Public Sector) is strongly recommended 
• Knowledge of records management and documentation standards in a regulated or municipal environment is preferred. 

An equivalent combination of education and experience will be considered.

Working/ Employment Conditions

Working Conditions

• Standard working hours 35 hours per week
• This position will need to work outside of normal business hours (occasional weekend and evening hours)
• Travel across Halton Region will be required; the incumbent must provide their own transportation.