Solid Waste Services Specialist

The Solid Waste & Recycling Division has an opportunity for a customer-focused self-starter! This position provides critical office support to a great team of dedicated drivers and solid waste professionals. If you thrive working in a fast-paced technical environment, enjoy providing exceptional customer service, and want to be an important part of our Clean City Initiative apply today!

High school diploma or GED and two (2) years’ general office experience with increasing responsibilities is required. Prior experience in solid waste, recycling, utilities, and/or another service or transportation industry utilizing routing and/or complex billing/accounting software and reporting tools is preferred.

Must be proficient at Microsoft Excel and Word. Must be able to accurately type a minimum of 35 words per minute.

Obtain and maintain a valid First Aid/CPR Certificate within six (6) months of appointment.

Under general supervision, performs complex customer service and technical duties in the operation and maintenance of solid waste and recycling collection, billing, and account management systems. Ensures that transactions, service orders, route books, and landfill receipts and tonnages are accurate, consistent, and conform to procedures. Provides guidance and instruction to other staff on daily system operations. Coordinates workflow internally and with outside entities to build positive and effective working relationships.

Uses customized routing and mobile management app to address service order issues with customers, drivers and maintenance workers. Generates, analyzes, evaluates and proposes new or updated Solid Waste and Recycling services policies, procedures and operating practices as they relate to field and office issues, customer service, billing, and account management. Aids with operation of automated rout tracking devises. Makes recommendations for improvement.

Responds to inquiries by telephone, computer or in person related to the operations of the Solid Waste and Recycling Division. Handles difficult, complex or irregular customer service and billing issues related to the daily functions of the Solid Waste and Recycling Division. Gathers, analyzes and reports statistical data. Prepares a variety of daily, monthly and annual reports, logs and other records.

Responds to public inquiries and complaints about the billing process and takes appropriate action. Adheres to the highest standards of customer service and professionalism.

Uses phone, radio, electronic routing tools and mobile maintenance applications in coordination with employees and drivers to optimize customer service, (e.g. removals, exchanges, missed carts, special hauls).

Coordinates and/or schedules accurate and timely billing functions and processes. Provides procedural expertise with Utility Services Division to resolve problems; provides information to customers, vendors and employees as needed; trains other employees on procedures; evaluates system or billing errors, and takes corrective measures; contacts outside vendors/technical staff to initiate corrective measures; provides system user support. Performs system audits and reviews to verify accuracy of information and automated billing system operations.

Follows established procedures and guidelines and as appropriately approved, authorizes adjustments and credits to customer’s accounts. Keeps division files and records in accordance with the City’s retention guidelines. Assists with difficult customers to address customer service related issues. Operates and aids in the use of City software systems including accounting, mapping and timekeeping.

Researches issues and makes recommendations to improve the division’s efficiencies, effectiveness and/or overall customer service. Recommends changes and/or enhancements of the computer systems, electronic devices, division operating practices and procedures to the Division Manager or Supervisor. Works to ensure excellent service is provided to internal and external customers, vendors and other affected parties. May assist with City/community projects including, but…