Customer Experience Associate

Status - Casual/On-call - Temporary - Approximate length of assignment, in months - Type of Position - an Addition to Staff - Start Date - Immediate - Salary - Per hour - Salary Grade - $33.53 - $36.45 - Department - York Region -> Corporate Services -> Digital & Customer Experience - Location - 50 High Tech Road, - Richmond Hill, ON L4B4N7 CA IBSB Access York - 17250 Yonge Street - Newmarket, ON L3Y 6Z1 CA (Primary) - Job Description (E) **ABOUT US** Almost 1.2 million residents call York Region home, making it one of the largest regions in Canada - and the fastest growing with a population that’s expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources. **WHAT WE OFFER** Consistently named one of Canada’s Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace - aligned with our vision to create strong, caring and safe communities both within and outside our walls. - **Defined Benefit Pension Program** - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions. - **Employer of Choice** - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations. - **Benefits and Wellness** - Employees and their loved ones have access to an employee health care spending account, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation. - **Inclusive and Diverse Workforce** - We’re committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership. **ABOUT THE ROLE** Reporting to the Supervisor, 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 calls in a calm and professional manner. - Documents and categorizes all customer interactions in the Customer Relationship Management (CRM) system, processes customer data electronically and forwards files to staff and service providers. - Responds and addresses customer feedback and complaints; completes validation process to discern whether complaints/issues require further escalation, triaging customers to appropriate internal or external services. - Maintains awareness of York Region programs and services to effectively assist customers. - Reports customer incidents and issues and provides information to internal stakeholders for investigation, advising management of urgent or sensitive concerns. - Assists customers with online program registrations and confirmation of enrollment. - Uses the services of interpreters/translators to ensure a clear exchange of relevant information. - Accesses, gathers and inputs information into required databases to complete the tasks related to this role. - Acts as a resource through peer mentoring by providing guidance and direction on Corporate Contact Centre policies and procedures to help orient and integrate new Corporate Contact Centre staff. - Ensure the use of Knowledge Base to provide consistent customer service and provide recommendations to improve quality of information to team members. - Maintains professional and technical knowledge by attending workshops and training sessions. - Ensures that services provided meet Regional customer service standards. Participates in team meetings, committees, work groups, and special projects, as assigned.**WHAT WE'RE LOOKING FOR** - Successful completion of a College diploma in a related field or approved equivalent combination of education and experience. - Minimum two (2) years’ current demonstrated experience delivering service to customers and or interacting with customers in a contac