Job Specification

Purpose of Position :

To answer incoming calls, fax and e-mail enquiries and make outbound calls, in both English and French, relating to the Hazardous Waste Information Network (HWIN) and application of Regulation of 347 (Manifest and Generator Registration). To respond to routine and non-routine enquiries in either language, which may involve policy, technical and system issues; monitor client accounts/ problems; identify and write up issues for management decision making. To provide input for development of recommendations for improvements/ enhancements to HWIN.

Duties / Responsibilities :

As of January 1, 2002, all generators are required to register their hazardous wastes annually rather than the previous one-time only requirement, as well as pay for the costs of managing hazardous and liquid industrial waste in the province. The Hazardous Waste Information Network (HWIN) is the first of its kind to offer on-line registration, collection of monies, electronic manifesting and reporting on hazardous waste. The Help Desk function offers support to Ministry staff and external clients/ users in working with HWIN.

Job requires:

1. Using computer databases/ systems/ programs, monitoring and responding to telephone, fax and e-mail questions/ enquiries, in both English and French languages, relating to using HWIN for hazardous waste generators annual registration, issuance of electronic manifests, collection of fees, processing of payment, registering as a User and processing information/ data pertaining to User accounts. On average, in off-peak times (April to September), the Help Desk function receives approximately 50+ calls per day, while in peak times (October to March), phone calls received range from 500 to 1000+ per day.

2. As a “one-stop” service for clients, addressing non-technical issues (e.g. difficulties in understanding and using the procedures, accessibility issues such as how to login and/or password issues, transfer of funds, resend receipts, problems reported, exempt reversals, etc.) and contacting appropriate personnel (e.g. Industrial Waste Specialist, Team Leader, HWIN Coordinator or Supervisor) for resolution of technical issues (e.g. interpretation of Regulations affecting the issuance of manifests/ certificates, specific waste/ policy questions, information as to what proposed actions require approvals under the Regulations, etc.), and following up with the client once information/ advice has been provided.

3. Monitoring client accounts/ problems and escalating to Team Leader and/or HWIN Coordinator when warranted. Updating generators contact information for all returned mail, processing account revisions (accounts contain both financial and manifest information). Responding to voice mail messages left on voice mail system by contacting clients, determining/ clarifying information request(s) and/or nature of problem (e.g. client unable to register on-line), determining reason for problem (e.g. determining whether clients inability to register is because of a system “glitch” or clients incorrect responses to prompts), taking appropriate action (e.g. make recommendations to manually re-set the system if the error resulted from incorrect entries) and following up with clients when issue has been resolved.

4. Providing input into development of recommendations for improvements and enhancements to HWIN based on reported problems from callers and from Ministry staff. Providing recommendations on processes/ procedures that would improve effectiveness of response time (e.g. identifying most frequently asked questions to be added to information on HWIN, etc.)

5. Recording HWIN and personal statistics for statistical purposes and for service/ response analysis and improvement.

6. Providing administrative/ clerical support such as printing faxes, responding in writing to paper enquiries, typing up envelopes for mailing, organizing and maintaining file folders that provide assistance in performing help desk functions; mailing out failed e-mail as required, etc.

7. Providing training, technical support and guidance to temporary HWIN Customer Service Representatives hired to assist with the Help desk function during peak work periods. Assisting them in responding to the wide range of enquiries, and dealing directly with the more complex queries/ problems.

8. Manager has right to assign additional duties.

Staffing and Licencing :

Proficiency in French oral and written language skills to advanced level of proficiency.

Knowledge :

Job requires:
Knowledge of pertinent sections of Regulation of 347 (Manifest and Generator Registration), and good understanding of Ministry programs, policies, and procedures relating to hazardous waste management program (e.g. waste disposal policies) to respond to a wide variety of technical/ policy enquiries dealing with generator registration, issuance of manifests, and interpretation of legislative requirements (e.g. how does generator classify his waste, when the generators waste is classified does he need to register on HWIN, etc.).
Working knowledge in all aspects of HWIN, the older system HWIS, computer database, system and programs (note: requires knowledge of how to operate/ negotiate through the programs that are accessible to public/ users and also those programs that are accessible to ministry staff only), to input and retrieve information, and assist client users in accessing and using procedures in HWIN and HWIS (e.g. assisting clients through the registration process which, in complex situations, may require prompting with questions to guide them to proper answers, and which may require completing up to 50 pages to process), including procedures/ processes relating to revenue generating components (e.g. collecting revenue, processing of refunds, transfer of funds, etc.) to assist clients and/or process these type of transactions.
Working knowledge of operating computer to use e-mail capabilities to retrieve and respond to e-mail enquiries, and computer software packages (e.g. spreadsheets, word processing) to prepare letters and workload statistics.

Skills :

Job requires:
Proven oral communication, interpersonal and excellent customer service skills, in both English and French languages, to respond efficiently and effectively to large volume of incoming telephone calls, faxes and e-mail enquiries related to using HWIN for generator registration, issuance of manifests, revenue collection, payment processing, and to seek answers for technical and very complex enquiries. Experience in working in a help desk or call centre function, having the ability to deal with a wide spectrum of both internal and external clients, and proven ability to work in fast paced environment (e.g. Help desk function receives up to 1000+ calls a day in peak period) . As not all required processes are available in HWIN, knowledge of HWIS is also important as Job has to be able to work on both systems. Judgement, analytical and problem-solving skills in determining the appropriate responses to wide variety of technical administrative and system enquiries (e.g. Regulation is open to interpretation and Job has to be aware of nuances when information is provided by clients) and , and reported problems from both internal and external users which ranges in degree of difficulty from routine to very complex / unusual, to determine whether the problems reported are due to system problems or users input errors, to seek responses to non-routine or very technical enquiries and to determine whether problems should be referred to the Team Leader or HWIN Coordinator or Supervisor as they may escalate. Organizational skills are required to effectively manage heavy workload.
Good written communication skills to respond in writing to fax and e-mail enquiries to ensure that information provided addresses the questions raised, and is provided in a format that is understood by the requestor. Tact and interpersonal skills to deal effectively with irate customers/ clients who may be frustrated in trying to work in an automated environment, and to provide training and guidance to temporary staff hired during peak work periods.
Attention to detail and accuracy to input accurately and in monitoring client accounts.
Proven skill in working with large databases, computer systems and programs.

Freedom of Action :

Job requires working under general supervision of the Supervisor HWIS , Team Leader (for HWIS, business and process related problems) and HWIN Coordinator (for HWIN, system and regulatory related enquiries/ problems) and within Ministry legislation, policies, guidelines and procedures.
Job exercises freedom of action and judgement in applying knowledge of policy/ technical issues relating to application of Regulation 347 and HWIN system to determine the response to wide range of varied incoming calls, faxes, and e-mail enquiries and whether or not to seek advice/ information from other staff. Job exercises judgement in determining whether to respond to complaints or to refer them to higher level or other Ministry sections (e.g. complaint on pollution of a river). Job provides recommendations on type of improvements/ enhancements to HWIN that would meet client needs (e.g. based on nature of repeated problems/ enquiries).
Quality of work is checked based on client feedback on effectiveness of response to meet their needs. Errors in providing incorrect or incomplete information may result in the client being in contravention of the Regulation and could be subject to compliance or enforcement action by the Ministry. Issues dealing with complex enquiries or complaints/ problems that have the potential to escalate are referred to the Supervisor and/or Team Leader.