Supervise staff by assigning segments of work to meet ongoing workload requirements. Provide advice and guidance on problems encountered by staff relative to the application of work procedures. Train subordinates or new hires. Participate with Supervisor in the selection process to fill vacant subordinate positions. Refer personnel matters to Supervisor.
Coach employees, provide ongoing oral and written feedback, draft and implement individual development plans. Carry out reviews, checks and audits on daily work performance to maintain desired quantity, quality and accuracy levels, using such tools as monitoring, scheduling systems and the Customer Information and Passport/Peoplesoft Systems or their replacements. Assist Supervisor by providing information concerning the need for training for subordinate positions.
Provide advice to subordinates and other internal staff relative to field business and work processes with respect to new service connections, service upgrades and all other customer service activities. Identify and discuss the billing implications and related timing sensitivities of various customer service activities utilizing documented processes. Provide information on new or revised service programs and processes and assist staff by clarifying and amplifying details. Discuss frequently occurring problems and errors and assist with required action to correct deficiencies.
Coordinate activities in support of Passport/Peoplesoft System (or its replacement) processes. Utilize estimated details and accurately set up, monitor, maintain and close work orders. Utilize appropriate cost centers and accounts and set up, material requests, as required. Key daily or weekly attribute reporting. Set up service requests for external billing. Act as system approval for accounts payable invoicing and follow up, as required. Interface with Forestry, Provincial Lines and Stations technical staff and other internal and external resources (e.g. accounts payable, supply management, customer care service provider) as necessary to resolve information deficiencies and follow up.
Coordinate activities in support of the Customer Information System (CSS or its replacement) processes. Monitor issue, schedule, dispatch and close orders including follow up with field staff and others as necessary. Interface with external customer within designated time period outlined in the Service Level agreement. Collect information from external customer to determine whether follow up is required by technician.
Prepare journal transfers, cash transactions, document processing, standard correspondence, reports, presentations and filing, as required, using data extracted from various computer systems and computer hardware and software, e.g. Microsoft Office Suite.
Act as administrative charge card coordinator. Work with Financial institutions and external vendor contacts, as required to ensure the accurate set up, processing, maintenance, re-distribution and follow up. Perform periodic review to ensure OAR requirements are satisfied, as required.