Program Assistant (Contracts & Service)

The Role

Provides customer service and follow-up on complaints/issues with residents regarding waste collection services/programs, including reception coverage. Provides administrative support to divisional staff and programs. Assists to administer the bag fee and waste policy exemption program. Tracks inventory of collection containers and bag tags. 

Duties/Responsibilities

• Follows up on resident inquiries/complaints regarding waste collection services (e.g., garbage, recycling, organics). Refers escalated complaints to other staff, including supervisor, as appropriate. Enters customer incidents/complaints details into database. 
• Educates the public on proper collection procedures, including the placement and preparation of waste, recyclables, and organics. Drafts related letters to residents and property managers.
• Supports the bag tag and waste policy exemption program. Distributes bulk bag tags to eligible sites for sale; maintains list of sites. Processes policy exemption applications, per criteria. Reconciles monthly bag tag sales; submits to Finance.
• Maintains and tracks program inventory (e.g., collection containers, bag tags, promotional materials). Distributes to contractors/public/municipal sites, as applicable. Reconciles inventory of collection containers and submits to Financial & Technical Assistant for invoicing. 
• Creates and maintains spreadsheets to track program information (e.g., inventory, sales). Runs related reports.
• Provides administrative assistance to staff, as requested by supervisor (e.g., typing, filing, data input, mail-outs, booking rooms, catering). Processes mail and distributes to staff. Prepares promotion and education materials and props for programs as requested, including public education centre information. 
• Orders office and janitorial supplies.
• Dispatches calls using a multi-line telephone system and provides clerical and front desk reception duties. 
• Maintains office equipment and provides basic troubleshooting for same (e.g., printers, audio/visual equipment, projector). Arranges servicing, as required.
• As Records Assistant, maintains a filing system, a database of records, conducts file searches, creates files with retention codes, retrieves files, and arranges offsite transfers. 
• Backs up the Waste Management Clerk in that incumbent’s absence.
• Performs related duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge of office and administrative procedures, word processing, customer service, math, and communication skills, acquired through a grade 12 education plus 3 years of directly related experience.
• Basic knowledge of environmental issues, specifically waste management reduction and collection programs and techniques.
• Knowledge of corporate policies and procedures, and municipal waste by-laws.
• Organizational skills, accuracy, and attention to detail skills to process applications and program information (enter, track, and report information).
• Communication and interpersonal skills to respond to customer inquiries/complaints; promote programs/services; and participate as an effective team member.
• Ability to read and apply guidelines, policies, and procedures.  Ability to write routine correspondence and prepare, edit, and proofread documents.
• Computer skills with ability to use Microsoft Office, a document management system, and GIS system. Ability to create spreadsheets. 
• Ability to travel within Waterloo Region.
• Ability to support and demonstrate the Region’s values.