Customer Relations Coordinator

3 weeks ago


Richmond Hill, Canada York Region Full time

Status
- Temporary Full-Time
- Temporary - Approximate length of assignment, in months
- 4
- Type of Position
- a Replacement
- Start Date
- Immediate
- Salary
- Per hour
- Salary Grade
- $40.93 - $44.48
- Department
- York Region -> Public Works -> SustainabilityComm&Innovation
- Location
- 50 High Tech Road, - Richmond Hill, ON L4B4N7 CA (Primary)
- Job Description (E)

**ABOUT THE ROLE**

**WHAT YOU'LL BE DOING**
- Identifies changes required to the CRM system to ensure the system is optimized for staff needs.
- Prepares, develops, and facilitates CRM training for new employees.
- Provides guidance to Customer Service Staff on usage of the CRM system including staff coaching and direction for entering customer complaints; ensures customer concerns are documented and forwarded to the appropriate section for investigation/resolution.
- Liaises with Department staff on customizing functional areas of the CRM system and with Operations staff regarding on-going issues and follow up.
- Liaises with functional Department staff on various issues and responds to letters received from municipal/regional politicians, and from the media as needed.
- Performs other duties as assigned to meet Branch and Departmental objectives.

**WHAT WE'RE LOOKING FOR**
- Successful completion of a College Diploma in Business Administration or a related field or approved equivalent combination of education and experience.
- Minimum three (3) years demonstrated experience in a call centre/customer service environment including experience in writing a variety of communication pieces, such as reports, responding to complaints, correspondence for all levels of management, elected officials, etc.
- Must have demonstrated complaint resolution experience, including Customer Relationship Management (CRM) knowledge and experience and training adult learners.
- Strong analytical skills to identify trends and statistics, strong attention to detail.
- Strong project management, organizational, communication, interpersonal, decision making and problem-solving skills.
- Experience identifying process improvements and innovation.
- Demonstrated ability in the Region’s leadership/and core competencies.
- Knowledge of needs assessment techniques and simple program development.
- Highly developed written and verbal communication skills, to prepare reports and to convey issues and concepts in a convincing and easily understood manner to the public, elected officials, etc., and to address and resolve issues and complaints while dealing with irate clients.
- Strong presentation, organizational and research skills while demonstrating good judgment.
- Ability to deal positively with internal/external clients while fostering cooperative and collaborative customer focused working relationships.
- Strong ability to develop relationships and work in a welcoming and inclusive environment, where diversity is celebrated and where everyone can develop to their full potential.
- Ability to travel to off-site locations as required.
- Ability to work outside normal business hours, as required.
- Council Approval Date
- Scheduled Weekly Hours
- 35
- Scheduled Shifts
- Monday - Friday: 10:00 - 18:00
- Operational Hours
- Close Date
- December 11, 2024
- # of Hires Needed
- 1
- Union
- CUPE 905 York Region
- .



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