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
• Responds to inquiries and concerns received from customers across a variety of communication channels such as telephone in a contact centre setting, e-mail, feedback forms, live chat and walk-in customers.
• 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.
• Provides information specific to the customers’ needs about program and service options, application processes, eligibility criteria, and referrals to related services within York Region and the surrounding community.
• Performs other duties as assigned, in accordance with Branch and Department objectives.
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 contact centre environment for first contact resolution, de-escalation, conflict resolution or complaint resolution.
• Demonstrated experience in various computer applications including Customer Relationship Management (CRM) systems.
• 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 and verbal communication skills.
• Excellent interpersonal, verbal and listening skills and ability to connect with a range of internal and external customers while focusing on fostering collaborative work relationships.
• Ability to demonstrate the Region’s core competencies.
• Ability to multitask using multiple applications.
• 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 operate site services in locations other than the home base including non-regional facilities, in emergency situations, as required.
• Ability to work outside regular business hours, as required.
