Customer Care Associate - Concord, Canada - York Region

York Region

Verified Company

Concord, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Description:

POSITION PURPOSE

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 "nowrong door" approach.
Assists with wayfinding and able to provide information on Regional and Non-Regional Services using mobile devices or desktops.
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.
Operates within an Emergency Reception site when required.

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.
Strong multitasking 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 adapt/respond to different types of characters and ability to multitask, prioritize and manage time effectively.
Ability to travel to off site locations in a timely and efficient manner, as required.
Ability to work outside regular business hours, as required.