Customer Relations Coordinator

5 days 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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