Water Operations Clerk

SUMMARY OF DUTIES

Reporting to Supervisor, Dispatch and Operations Support, performs support duties associated with the operation of Water Meters and Customer Billing for Hamilton Water.

GENERAL DUTIES

Perform clerical support for Hamilton Water Meter Operations which will include but is not limited to : creating and reviewing spreadsheets, charts, letters, memos, forms and documents. Data entry into computerized IPS (HANSEN) database system and external CMMS systems for the creation and costing of work orders for Customer Service & Community Outreach.

Creation of work orders for meter related issues and issuance to proper individual or contractor for resolution.

Liaison with internal and external stakeholders to provide support for Customer Service and Community meter operations programs.

Research, identify and resolve discrepancies with automated reports daily; escalating to necessary stakeholders as required.

Receive, assess and respond to generic email accounts to provide customer service follow up.

Liaise with and provide information for property owners with respect to master / satellite meter inquires.

Work closely with Meter Technicians, and other internal stakeholders to ensure work orders are reviewed and actioned daily.

Run reports for automation of work order creation from a variety of databases including contractors, building department, etc.

Interpret Water Metering data from Internal and External sources to create Works Orders and Service Requests.

Interpret and close out information from completed Work Orders and send information to Internal and External Stakeholders for proper Meter Billing and resolution.

Review of costing and reconciliation of invoices and provide data to external billing agents, and the supervisor

Retire Hamilton Water assets associated with demolition of property and inform billing agent of changes for billing purposes.

Work in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.

Perform other duties as assigned which are directly related to the major responsibilities of the job.

QUALIFICATIONS

1. Previous proven working knowledge of Water Metering methodology or equivalent technical background, work order interpretation and creation of assets.

2. Previous demonstrated experience creating work orders and issuance to proper individual or contractor for resolution.

3. Previous experience working in an office environment with proven knowledge of standard office practices and procedures.

4. Previous experience in finance including costing and reconciliation of invoices.

5. Previous experience in a fast paced, multitasked, customer service environment, with the ability to receive and answer customer inquiries in a timely fashion, while maintaining accurate records and documentation.

6. Must be able to relate to the public, contractors, varying levels of management and council with tact and diplomacy possessing superior customer service skills.

7. Demonstrated experience using relevant computer software applications (MS Word, MS Excel, MS Outlook, scheduling software and databases) at an intermediate level.

8. Proven experience and knowledge in the use and operation of IPS (Hansen) or equivalent CMMS Software in creating, assigning and resolving completed Work Orders.

NOTE : As a condition of employment, the successful applicant(s) will be required to obtain a satisfactory Criminal Record and Judicial Matters Check (CRJMC), at their own expense, prior to beginning work in this position.