Customer Service Representative

Status - Permanent Part-Time - 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 -> SustainabilityComm&Innovation - Location - 50 High Tech Road, - Richmond Hill, ON L4B4N7 CA (Primary) - Job Description (E) **ABOUT THE ROLE** 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. **WHAT YOU'LL BE DOING** - 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; **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 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 - 16 - Scheduled Shifts - Mon/Tues: 15:00 - 19:00, Sat/Sun: 12:30 - 16:30 - Operational Hours - Close Date - November 13, 2024 - # of Hires Needed - 1 - Union - CUPE 905 York Region - .