Customer Care Associate

4 weeks ago

Newmarket, Canada York Region Full time

Status
- Casual/On-call
- Temporary - Approximate length of assignment, in months
- Type of Position
- an Addition to Staff
- Start Date
- Immediate
- Salary
- Per hour
- Salary Grade
- $32.23 - $35.03
- Department
- York Region -> Community & Health Services -> Integrated Business Services
- Location
- IBSB Access York - 17250 Yonge Street - Newmarket, ON L3Y 6Z1 CA (Primary)
Various Locations ApplyCA
- Job Description (E)

**POSITION PURPOSE**:
Reporting to the Supervisor, Access York Contact Centre Operations, is responsible for representing York Region as a Customer Ambassador by embodying the customer experience strategy in delivering an exceptional in-person experience at various locations; professionally and positively acting as a primary point of personal contact for those seeking information about York Region programs and services; providing referrals to non-Regional services; responding to requests and resolving questions and complaints, program registration, accessing databases to reference or update customer information; with the goal of responding to the customer at the first point of contact; and tracking and documenting interactions in systems including but not limited to the Customer Relationship Management (CRM) system.

**MAJOR RESPONSIBILITIES**
- Provides prompt, courteous, accurate and helpful customer service to make it easier for people to do business with York Region and get information on programs and services through a “no-wrong door” approach.
- Assists with wayfinding and able to provide information on Regional and Non-Regional Services using mobile devices or desktops.
- Meets and greets customers in the reception area providing direction, deciphering information and providing guidance and referrals.
- Responds to inquiries for both Regional and Non-Regional Services.
- Categorizes and documents all interactions in the appropropriate technology ensuring customer requests/concerns and associated details are recorded accurately and actionable concerns are forwarded to appropriate resource.
- Accesses information in the knowledge database to respond/resolve customer issues at the first point of contact either using a mobile device such as an Ipad or desktop.
- Assesses and confirms customer identity and information to determine if records require updating in the appropriate database.
- Performs other duties as assigned, in accordance with Branch and Department objectives and Business Continuity Planning.

**QUALIFICATIONS**
- Successful completion of a Community College Diploma in Customer Service Communications, Human Services or related field or approved equivalent combination of education and experience.
- Minimum two (2) years demonstrated experience in delivering end to end exceptional customer experiences serving a diverse population.
- Strong multi-tasking and decision making skills, the ability to work independently as well as a member of a team and demonstrated ability to think critically, analyze and evaluate data for planning purposes.
- Excellent interpersonal, mediation, investigative, problem solving, presentation, leadership and team building skills.
- Solid analytical, research, planning, written and verbal communication including public speaking.
- Satisfactory Police Criminal Background Check.
- Ability to maintain confidentiality, exercise judgement and tact in dealing with confidential information and responding to enquiries.
- Strong commitment to customer service, and demonstrated ability to role model service expectations for staff.
- Proficiency navigating the internet, multiple systems and databases simultaneously.
- Ability to maintain focus and concentration in busy space.
- Knowledge and demonstrated ability in corporate core competencies including customer focus, communication, collaboration and personal ownership.
- Council Approval Date
- Scheduled Weekly Hours
- 3.5
- Scheduled Shifts
- 8:30 - 16:30
- Operational Hours
- Close Date
- October 2, 2024
- # of Hires Needed
- 5
- Union
- CUPE 905 York Region
- .

York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. At the Region, we respect, encourage and celebrate our diversity. If contacted for an employment opportunity, please advise if you require Code-protected accommodation.

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