Access York Customer Experience Associate Tier 2

Description

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, Access York Contact Centre Operations is responsible for responding to requests and resolving questions and concerns received from the public; conducting customer interviews to determine customer needs, triaging customers for appropriate services and assessing eligibility for various Regional and Provincial programs and services; completing intakes and assessments of program specific applications; making referrals to department staff, and community agencies; processing applications; tracking and documenting details in the Customer Relationship Management (CRM) system and Provincial systems; with the goal of responding to customers and resolving the inquiry at the first point of contact.  

WHAT YOU'LL BE DOING

• Handles telephone, in-person and electronic inquiries and conducts initial customer interviews; makes inquiries to gain relevant information and assesses suitability and/or determines eligibility based on legislation and program funding for York Region and Provincial programs and services (including but not limited to Ontario Works, Child Care, Early Intervention, Housing, Homelessness Programs, and Discretionary Benefits).  
• Accesses information in the knowledge database to respond/resolve customer issues at the first point of contact while exercising confidentiality, discretion and adhering to Municipal Freedom of Information and Protection of Privacy Act (MFIPPA) and Personal Health Information Protection Act (PHIPA).
• Maintains and follows up if necessary, wait lists, databases and bring-forward systems.
• Makes suggestions for changing/improving processes to management.
• Participates in team meetings and divisional and departmental task groups and committees, as required.
• Acts as a resource through peer mentoring by providing guidance and direction on Access York policies and procedures to help orient and integrate new Access York staff.
• Responds to inquiries and resolves concerns via telephone, email, in-person, chat and any other means of customer contact, as appropriate.
• Ensures that services provided meet Regional customer service standards.
• Performs other duties as assigned, in accordance with Branch and Department objectives and Business Continuity Planning which may include responding to emergency situations outside of normal business hours.
• Operates when required Emergency Reception site services in locations other than the home base including non-regional facilities.

WHAT WE'RE LOOKING FOR

• Successful completion of a Community College Diploma or approved equivalent combination of education and experience. 
• Minimum two (2) years demonstrated experience in a Human Services environment or customer service working with the vulnerable population and one (1) year experence in a call centre environment.
• Demonstrated strong assessment skills to provide appropriate services to marginalized, vulnerable and at risk populations.
• Demonstrated experience in electronic applications such as a Customer Relationship Management (CRM) system, Social Assistance Management System (SAMS), YARDI.
• Demonstrated experience working in a highly structured reporting based environment.
• Demonstrated knowledge of problem solving, complaint and conflict resolution techniques.
• Knowledge of call centre operations including contact centre telephony and technology.
• Knowledge and demonstrated ability in corporate core competencies including customer focus, communication, collaboration and personal ownership.

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