Customer Relation Coordinator - Richmond Hill, Canada - York Region

York Region

Verified Company

Richmond Hill, Canada

2 weeks ago

Posted by:

Sophia Lee

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Job Description:

POSITION PURPOSE

MAJOR RESPONSIBILITIES

Identifies changes required to the CRM system, including, categories, routes, service operator, fleet and fare machine information, update workflows and validation rules to ensure the CRM is optimized for Customer Service staff's needs
Conducts needs assessments for the Transit and Roads Service Areas and contractor training needs on CRM system.
Prepares, develops, and facilitates customized presentations, mini training, and "lunch and learn" sessions for staff on CRM, to provide refreshers or updates on system changes.
Liaises with Department staff on customizing functional areas of the CRM system and with Operations staff regarding ongoing issues and follow up.
Liaises with functional Department staff on various issues and formally responds to all letters received from municipal/regional politicians, and from the media.
Provides backup coverage and support for the Customer Service team, as required.

QUALIFICATIONS

Successful completion of a College Diploma in Business Administration or a related field or approved equivalent combination of education and experience.
Minimum three (3) years demonstrated experience in a call centre/customer service environment including experience in writing a variety of communication pieces, such as reports, responding to complaints, correspondence for all levels of management, elected officials, etc.
Must have demonstrated complaint resolution experience, including Customer Relationship Management (CRM) knowledge and experience, training adult learners, and leadership experience.
Strong analytical skills to identify trends and statistics, strong attention to detail.
Strong project management, organizational, communication, interpersonal, decision making and problemsolving skills.
Experience identifying process improvements and innovation.