Location

Location: Thorold, ON

Temporary Duration

Approximate Duration: 6 months

Division

Waste Management

Important Notices & Amendments

This position currently falls within our hybrid model, allowing the employee to typically work a minimum of 50% of your time at your regular work location and the other 50% of time at home.

As an employer of choice, Niagara Region offers competitive salaries and perks, a defined benefit pension plan, a corporate wellness centre, access to the Employee and Family Assistance Program (EFAP), mentorship and training programs, employee recognition programs, and more. In addition, the Region recognizes the value of having flexible work arrangements to support better work-life balance for our employees. Hybrid work arrangements may vary from one employee to another and may also differ in the number of remote workdays. These opportunities remain subject to the alignment of operational needs, business requirements, and customer service expectations.

Job Description

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.

Education

- Completion of a post-secondary diploma in business, office administration or equivalent.
- 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.

Knowledge

- 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.

- 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.

Responsibilities

Provide administrative and customer support for the waste exemptions program, processing exemption applications, respond to customer inquiries and issue resolution. (75% of time)





- Main point of contact for waste exemption applicants, including residential/daycare diaper exemptions, residential/group home medical exemptions and set-out service exemptions.
- Receive applications via email, fax and mail.
- Determine eligibility of applicants against Regional eligibility criteria.
- Process eligible applications and enter into Regional databases (CCDM, Cityview and Excel).
- Prepare and issue medical garbage tags to customers (by courier).
- 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.
- 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.
- 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.

- 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.

Enhance and contribute to team effectiveness and administrative and program support services. (5% of time)

- Work collaboratively as a member of the Waste Management team; contribute to positive team functioning.
- Identify and propose opportunities for improving work processes and systems, with a focus on best practices and continuous improvement.
- Develop and maintain strong working relationships with staff across the corporation, all levels of government and other organizations to support core objectives of the Division and understand customer/service delivery needs, improve systems and processes and ensure effective communication of information.
- Respects and ensures confidentiality in all work performed.
- Provide backup for administrative and clerical staff, as required.

Perform other related duties and responsibilities as assigned or required.

Special Requirements

- Must maintain ability to travel in a timely manner to other offices, work locations or sites as authorized by the Corporation for business reasons.
- 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.

Shift Information

20-23 hours per week, currently scheduled at 8:30am-1:00pm, Monday to Friday.

About Us

Niagara Region serves a diverse urban and rural population of more than 475,000 and is focused on building a strong and prosperous Niagara. Working collaboratively with 12 local area municipalities and community partners, the Region delivers high-quality programs and services that support the well-being of individuals, families and communities. Nestled between Lakes Erie and Ontario, the Niagara peninsula is home to fertile agricultural land, the majesty of Niagara Falls, vibrant modern cities, Canada’s most developed wine industry, and communities rich in history, recreation and culture. With a temperate climate, breathtaking countryside and easy access to neighbouring New York State, Niagara attracts more than 14 million visitors each year, along with new residents and businesses. Niagara Region values diversity in background and experience and is committed to building an inclusive workforce that reflects the community it serves, strengthening programs and services across Niagara. While specific qualifications are important for certain roles, we invite individuals from diverse backgrounds to apply. Our recruiters will evaluate your suitability for the role.

Closing Statement

Uncover the wonder of the Niagara Region and join a team dedicated to meeting tomorrow’s challenges TODAY!

Let us know why you would be an excellent team member by submitting your online application.

We thank all candidates for their interest however, only those candidates selected for an interview will be contacted.

We confirm that we do not use AI in screening of applicants, and this position is an existing vacancy.

If you require an accommodation for the application process in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, the alternate formats for contacting us are as follows:

- Email: [email protected]
- Phone: (phone hidden) or 1-(phone hidden)
- Bell Relay: 1-(phone hidden)
- In-person: Sir Isaac Brock Way, Thorold, ON L2V 4T7 – Human Resources Department

📌 Waste Exemptions Representative (Thorold)
🏢 Niagara Region
📍 Thorold