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Customer Service Representative

4 months ago

Richmond Hill, Canada York Region Full time

Status
- Casual/On-call
- Temporary - Approximate length of assignment, in months
- Type of Position
- a Replacement
- Start Date
- Immediate
- Salary
- Per hour
- Salary Grade
- $33.53 - $36.45
- Department
- York Region -> Public Works -> Transit
- Location
- TRN - 55 Orlando Ave - 55 Orlando Avenue - Richmond Hill, ON L4B 4W6 CA (Primary)- Job Description (E)

**POSITION PURPOSE**

This position is responsible for handling customer inquiries and requests received from the public across a variety of communication channels; achieves established KPI’s; tracks and documents details of customer interactions in the Customer Relationship Management (CRM) system.

**MAJOR RESPONSIBILITIES**
- Utilizes technology and resources to provide accurate customer information.
- Appropriately manages crisis or passenger behaviour calls.
- Categorizes and documents all customer interactions in the Customer Relationship Management (CRM) system.
- Responds and addresses customer feedback and complaints; completes validation process to discern whether complaints/issues require further escalation.
- Maintains awareness of department programs and services in order to service customers.
- Reports customer incidents and issues and provides information to internal stakeholders for investigation, advising management of urgent or sensitive concerns.
- Ensures information in Knowledge Base is accurate and provides management with recommendations to improve quality of information.
- Assembles and mails packages to customers containing schedules, departmental brochures, marketing materials, and other transit related materials requested by customers.
- Ensures that services provided meet Regional customer service standards;
- Participates on committees, work groups, task forces and special projects, as assigned;
- Manages information in accordance with legislation and corporate standards.
- Performs other duties as assigned, in accordance with Branch and Department objectives;

**QUALIFICATIONS**
- Successful completion of a College diploma in Business Administration, or a related field, or approved equivalent combination of education and experience.
- Minimum two (2) years’ current demonstrated experience delivering service to customers in a contact centre environment.
- Demonstrated knowledge of contact centre operations including telephony and technology.
- Demonstrated knowledge of complaint, de-escalation and conflict resolution techniques and ability to work with the pressure and challenges of receiving complaints on a regular basis.
- Demonstrated problem solving and decision-making skills and the ability to provide high quality customer service.
- Strong written communication skills.
- Excellent interpersonal, verbal and listening skills.
- Demonstrated ability in the Region’s core competencies.
- 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.
- Intermediate proficiency in Microsoft Office suite, including the use of virtual platforms.
- Ability to exercise discretion and good judgment in dealing with customers and team members.
- Ability to work shifts, weekends and holidays as required.
- Ability to travel to offsite locations, as required.
- Ability to work outside regular business hours, as required.
- Council Approval Date
- Scheduled Weekly Hours
- Scheduled Shifts
- Operational Hours
- Close Date
- June 19, 2024
- # of Hires Needed
- 1
- 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.