Customer Service Representative

Status

Casual/On-call

Temporary - Approximate length of assignment, in months

Type of Position

a Replacement

Start Date

Immediate

Salary

Per hour

Salary Grade

$33.53 - $36.45

Department

York Region -> Public Works -> SustainabilityComm&Innovation

Location

50 High Tech Road, - Richmond Hill, ON L4B4N7 CA (Primary)
Hybrid work opportunities may apply - CA

Job Description (E)

ABOUT THE ROLE

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, e-mail, feedback forms, live chat and walk-in customers.
• Utilizes technology and resources to provide accurate customer information.
• Appropriately manages crisis or passenger behaviour calls.
• Categorizes and documents all customer interactions in the Customer Relationship Management (CRM) system.
• Responds and addresses customer feedback and complaints; completes validation process to discern whether complaints/issues require further escalation.
• Maintains awareness of department programs and services in order to service customers.
• Reports customer incidents and issues and provides information to internal stakeholders for investigation, advising management of urgent or sensitive concerns.
• Ensures information in Knowledge Base is accurate and provides management with recommendations to improve quality of information.
• Assembles and mails packages to customers containing schedules, departmental brochures, marketing materials, and other transit related materials requested by customers.
• Ensures that services provided meet Regional customer service standards;
• Participates on committees, work groups, task forces and special projects, as assigned;
• Manages information in accordance with legislation and corporate standards.
• Performs other duties as assigned, in accordance with Branch and Department 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.
• Minimum two (2) years’ current demonstrated experience delivering service to customers in a contact centre environment.
• Demonstrated experience in computer applications such as a Customer Relationship Management (CRM) system and other applications.
• 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 communication skills.
• Excellent interpersonal, verbal and listening skills.
• Demonstrated ability in 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 work outside regular business hours, as required.

Council Approval Date

Scheduled Weekly Hours

Varies

Scheduled Shifts

Operational Hours

Close Date

January 20, 2025

# of Hires Needed

2

Union

CUPE 905 York Region

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Please apply online by 5:00PM EST of the closing date indicated above. We thank all candidates for their interest; however, only those selected for an interview will be contacted via email.

York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. We respect, encourage and celebrate our diversity, aiming to build a qualified workforce that reflects the population we serve. Should you require an accommodation under the Human Rights Code during the recruitment and selection process, including accessible formats and communication supports, please email [email protected] or call 1-877-464-9675 extension 75506. Accommodations for applicants with disabilities are available upon request during recruitment processes and throughout employment.