Customer Relations Coordinator

2 weeks ago

Richmond Hill, Canada York Region Full time

**Job Description**:
**POSITION PURPOSE**

**MAJOR RESPONSIBILITIES**
- Identifies changes required to the CRM system, including, categories, routes, service operator, fleet and fare machine information, update workflows and validation rules to ensure the CRM is optimized for transit staff’s needs.
- Identifies issues and consults with ITS Branch to ensure YRT staff’s operational needs are met.
- Conducts needs assessments for the Branch (Customer Service, Service Planning, Mobility and Operations) and YRT/Viva and contractor training needs on CRM system.
- Prepares, develops, and facilitates customized presentations, mini training, and “lunch and learn” sessions for staff on CRM, to provide refreshers or updates on system changes.
- 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 formally responds to all letters received from municipal/regional politicians, and from the media.
- Provides back-up coverage and support for the Customer Service team, as required.
- Performs other duties as assigned to meet Branch and Departmental objectives.

**QUALIFICATIONS**
- 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, training adult learners, and leadership experience.
- 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.

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