Coordinator, Customer Service & Technology

Position Summary

This position will support the Water Operations branch through the coordination of response to customer inquiries, social media/website messaging and advanced notification to customers for the underground construction. In addition, this position will provide technological support to the branch and enhance workflow processes amongst the three areas within Water Operations.

The work requires the employee to exercise judgement, initiative, and creativity. The nature of the work will require a significant degree of both independence and teamwork.

Duties & Responsibilities

• Provide technical advice, direction, and recommendations, to develop options, improvements and business solutions to the planning and notification process of water distribution infrastructure.
• Work with the Water Security Agency (Permit to Operate Regulator) and Saskatchewan Health Authority to ensure proper communication is being provided to residents and businesses before and during water outages.
• Initiate, develop, and conduct public consultation and information programs.
• Coordinate internal project information for Water Operations work/projects with communications and media to ensure proper messaging.
• Maintain, operate, and update the ‘Water Outages’ page on the City of Regina website to inform residents & businesses of upcoming and current water outages.
• Facilitate efficient coordination of Councilor Service Requests by collaborating with the operational team to gather essential information.
• Design and deliver quality assurance and safety –focused training programs for water sampling and monitoring.
• Investigate, assess, and prepare written responses and documentation regarding concerns and inquiries from internal and external stakeholders.
• Facilitate business process improvements and service development initiatives in collaboration with branch staff and other departments.
• Create standardized operating procedures for Occupational Health and Safety in Water Operations, specifically for underground external utilities.
• Audit and report on branch policies/procedures work plans utilizing the corporate safety manual.
• Coordinate, research, design, develop, assemble, and update operational training standards, procedures, course materials and manuals.
• Facilitate the coordination, development, and implementation of technology solutions for streamlining processes.
• Analyze data, information, processes, programs, and problems to develop viable options, solutions, improvements, and recommendations.
• Act as the representative of the branch in construction coordination meetings, ensuring comprehensive information gathering on water system-related work.
• Perform other related duties. 

Knowledge, Skills & Abilities

• Demonstrated ability to listen, understand and respond to public and internal inquiries/concerns both verbally and in written form, in an acceptable, sensitive, positive, and respectful manner.
• Knowledge and understanding of the water infrastructure system.
• Knowledge of administrative/business management principles and processes
• Ability to express ideas effectively both orally and in writing, to diverse groups and sizes of audiences.
• Ability to manage information systems and programs.
• Advanced skills in the use of MS office suite and computer systems, including power point presentations, graphic layout, and design.
• Demonstrated ability to establish priorities, organize and prioritize multiple tasks while adapting to changing circumstances.
• Ability to analyze data, situations and problems, document findings, draw conclusions and recommend required changes and additional requirements in a timely manner.
• Strong communication and interpersonal skills in both verbal and written form
• Knowledge of customer service delivery and excellent customer service skills through various channels

Education & Experience

• A two (2) year diploma in Civil Engineering Technology, Environmental Engineering Technology, or Water Resources Technology.
• A minimum of three (3) years’ experience with water infrastructure.

Working/Other Conditions

• Must possess a valid class five (5) driver’s license and have a vehicle available for work usage
• Candidates must successfully complete training to receive and maintain status from recognized certification programs specific to their assigned work area. Employees’ assignment of work will include participating in training as assigned by management.

The Good Stuff

• Flexible work schedule and hybrid work options
• Designated Day Off every 3rd week.
• Robust Benefits package (no waiting period!) which includes, but is not limited to:
  • Health Coverage (employer paid)
  • Dental Coverage
  • Health Care Spending Account ($375 per year)
  • Basic Group Life & Options
  • Long Term Disability
  • Civic Pension Plan with Employer Contributions
• Supported educational programs to enhance employee knowledge and skills through our Educational Assistance Program. Options for Long-term learning programs to provide opportunities for employees to work towards a designation, degree, etc.,
• 50% off admission to City leisure facilities (Swimming, etc.),
• An inclusive and diverse work culture