Customer Relations Coordinator

ABOUT US
Almost 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 Program Manager, Customer Experience, is responsible for monitoring, coordinating and providing responses to emails and feedback received through the email channel, and ; investigating, coordinating and providing responses to customer complaints and inquiries received from the public, municipal and regional politicians, staff, etc.; resolving escalated customer issues as reported in Corporate Customer Relationship Management (CRM) software solution; liaising with department staff to ensure consistent messaging and responses; updating call centre staff on issues pertinent to the information they provide to the public; analyzing, reporting and presenting management with statistics from the CRM system; assessing staff training needs for the CRM system and designing and facilitating training sessions; making recommendations on system improvements.

WHAT YOU'LL BE DOING

• Monitors and maintains general e-mail channels, and feedback on a daily basis including prioritizing, tracking in the CRM system, administration and functionality.
• Consults with department staff to provide customers with accurate responses through email.
• Responds directly to all e-mails, feedback forms, and letters for formal requests, customer complaints and inquiries from the public; ensures requests are responded to accurately and in a timely fashion.
• Analyzes email feedback and CRM data to identify trends; make recommendations for service improvements to staff ensuring customer satisfaction measurables are met.
• Identifies changes required to the CRM system to ensure the system is optimized for staff needs.
• Identifies issues and consults with internal partners to ensure department staff operational needs are met.
• Prepares, develops, and facilitates CRM training for new employees.
• Provides guidance to Customer Service Staff on usage of the CRM system including staff coaching and direction for entering customer complaints; ensures customer concerns are documented and forwarded to the appropriate section for investigation/resolution.
• 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 responds to letters received from municipal/regional politicians, and from the media as needed.
• Performs other duties as assigned to meet Branch and Departmental objectives.

WHAT WE'RE LOOKING FOR

• Successful completion of a College Diploma in Business Administration or a related field or approved equivalent combination of education and experience.
• Must have demonstrated complaint resolution experience, including Customer Relationship Management (CRM) knowledge and experience and training adult learners.
• 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.
• Demonstrated ability in the Region’s leadership/and core competencies.