Customer Care Associate

Job title: Customer Care Associate

Job description: 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.

Major Responsibilities

• 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.
• 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.
• Receives and reviews confidential customer information for processing purposes.
• Performs other duties as assigned, in accordance with Branch and Department objectives and Business Continuity Planning.

Qualifications

• 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.

I understand that all York Region Employees are required to be fully vaccinated with a COVID-19 vaccine series, approved by Health Canada or the World Health Organization, as a condition of hire. I understand that, should I be the successful candidate, I will be required to comply with the Region’s mandatory Vaccination Policy that is in effect.

How to Apply

Please apply online by November 22, 2021. We thank all candidates for their interest; however, only those selected for an interview will be contacted via email.

Click Here to Apply

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