Job Summary
Salary Pending Review
Reporting to the Waste Diversion Program Manager, the Waste Exemptions Representative is responsible for supporting the Waste Management division with the administration and operation of the Region’s waste exemptions program, ensuring timely and reliable customer service to Niagara residents. The role processes eligible applications for medical garbage tags and waste exemption applications and renewals that demonstrate a need beyond the Region’s curbside garbage limits, after full use of all waste diversion programs (Blue Box, Grey Box and Green Bin). The Waste Exemptions Representative provides customer service and all follow-up and maintenance required for the Region’s waste exemption programs.
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Completion of a post-secondary diploma in business, office administration or equivalent.
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An equivalent combination of education, experience and qualifications may be considered.
Knowledge and capability of using Microsoft Windows and the Microsoft suite of Office applications and programs including Outlook, Word, Excel, Access and other office/data applications.
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2 years of recent experience related to the provision of administrative support and customer service, including the handling and protection of private/confidential information.
Advanced knowledge, experience and skills in Microsoft Office Suite programs (Word, Excel, PowerPoint and Outlook) is required.
Demonstrated experience and proficiency in program specific databases and information systems (e.g. CCDM and Cityview) is an asset.
Excellent communication and interpersonal skills, to respond to customers with tact and discretion in a fast-paced.
Demonstrated analytical and problem solving skills, utilizing available tools/resources to assist customers with inquiries and problem resolution.
Strong keyboarding and data entry skills, requiring accuracy and attention to detail.
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Knowledge and understanding of Niagara Region waste management programs is an asset.
Record/data management knowledge, including file and database management is essential.
Knowledge of accounts receivable processes, controls and posting to an accounting system are all considered assets.
Ability to work independently with minimal supervision.
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Main point of contact for waste exemption applicants, including residential/daycare diaper exemptions, residential/group home medical exemptions and set-out service exemptions.
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Receive applications via email, fax and mail.
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Determine eligibility of applicants against Regional eligibility criteria.
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Process eligible applications and enter into Regional databases (CCDM, Cityview and Excel).
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Prepare and issue medical garbage tags to customers (by courier).
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Perform regular checks of medical garbage tag inventory, care and control of medical garbage tags. Communicate with Program Manager regarding order of additional medical garbage tags to ensure availability of tags at all times.
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Responsible for courteous communication with exemption applicants to advise of exemption application status (via phone, email, fax or mail). Communications may also require calls to physician’s offices, personal support workers, nurse practitioners, group home administrators etc.
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Completion of annual exemption renewals to maintain currency of Regional exemption data.
Maintain exemptions program content on Regional website, as required.
General administrative support such as, but not limited to filing, faxing, ordering and storage of supplies/materials and photocopying.
Composition of responses to routine incoming correspondence. May compose more substantive replies under the direction of Program Manager.
Maintain exemptions program files and records, indexing, filing, retrieving and archiving files for storage in accordance with Corporate Records Management System and protocols. (10% of time)
Maintain and update current and accurate exemption data in Regional databases; enter information into, follow-up on missing or additional details and produce reports from various systems and databases.
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Update or expire exemption applicants when eligibility is no longer maintained, no response is received after renewals have been requested, or when residents identify they have moved or no longer require the waste exemptions.
Provide secure file and record management (electronic and hard copy), indexing, filing, retrieving and archiving files for storage, in accordance with the CRMS and protocols.
Provide outstanding professional customer service for the waste exemptions program. (10% of time)
First point of contact for waste exemptions program; provides information and responds to requests from the public and staff.
Receive, assess, screen and direct incoming enquiries (calls, e-mails, on-line and/or in-person) and where possible, provide general information to callers, according to established policies and procedures.
Track and respond to customer concerns/complaints; de-escalating angry or hostile customers.
Provide a high level of professional and competent customer service assistance; use probing questions (as needed), to understand issues and proactively offer solutions, effectively communicate (summarizing ideas, providing concise answers) and devise resolution(s) to customer issues.
Create a positive impression of Niagara Region, the Public Works Department and Waste Management Services Division, whenever interacting with customers.
Perform other related duties and responsibilities as assigned or required.
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Must maintain ability to travel in a timely manner to other offices, work locations or sites as authorized by the Corporation for business reasons.
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Regional staff strive to enable the strategic priorities of council and the organization through the completion of their work. Staff carry out their work by demonstrating the corporate values.
