Customer Care Associate

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 thats expected to grow to more than 2 million by 2041. Our geography which is comprised of about 1800 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 Canadas 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 - Were 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 representing York Region as a Customer Ambassador by embodying the customer experience strategy in delivering an exceptional in-person experience at various locations; professionally and positively acting as a primary point of personal contact for those seeking information about York Region programs and services; providing referrals to non-Regional services; responding to requests and resolving questions and complaints program registration accessing databases to reference or update customer information; with the goal of responding to the customer at the first point of contact; and tracking and documenting interactions in systems including but not limited to the Customer Relationship Management (CRM) system.

WHAT YOULL BE DOING

• Provides prompt courteous accurate and helpful customer service to make it easier for people to do business with York Region and get information on programs and services through a no-wrong door approach.
• Responds and communicates with customers verbally in writing or in person to provide information complete applications registration (new and updates) referrals and customer concerns.
• Assists with wayfinding and able to provide information on Regional and Non-Regional Services using mobile devices or desktops.
• Meets and greets customers in the reception area providing direction deciphering information and providing guidance and referrals.
• Responds to inquiries for both Regional and Non-Regional Services.
• Categorizes and documents all interactions in the appropropriate technology ensuring customer requests/concerns and associated details are recorded accurately and actionable concerns are forwarded to appropriate resource.
• Accesses information in the knowledge database to respond/resolve customer issues at the first point of contact either using a mobile device such as an Ipad or desktop.
• Assesses and confirms customer identity and information to determine if records require updating in the appropriate database.
• Performs other duties as assigned in accordance with Branch and Department objectives and Business Continuity Planning.

WHAT WERE LOOKING FOR

• Successful completion of a Community College Diploma in Customer Service Communications Human Services or related field or approved equivalent combination of education and experience.
• Minimum two (2) years demonstrated experience in delivering end to end exceptional customer experiences serving a diverse population.
• Demonstrated experience in electronic applications such as a Customer Relationship Management (CRM) system Social Assistance Management System (SAMS) YARDI.
• Strong multi-tasking and decision making skills the ability to work independently as well as a member of a team and demonstrated ability to think critically analyze and evaluate data for planning purposes.
• Excellent interpersonal mediation investigative problem solving presentation leadership and team building skills.
• Solid analytical research planning written and verbal communication including public speaking.
• Satisfactory Police Criminal Background Check.
• Ability to maintain confidentiality exercise judgement and tact in dealing with confidential information and responding to enquiries.
• Strong commitment to customer service and demonstrated ability to role model service expectations for staff.
• Proficiency navigating the internet multiple systems and databases simultaneously.
• Ability to maintain focus and concentration in busy space.
• Knowledge and demonstrated ability in corporate core competencies including customer focus communication collaboration and personal ownership.

Required Experience:

IC

Employment Type : Full Time
Experience: years
Vacancy: 1