$ads={1}
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 “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.
- 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.
- 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 adapt/respond to different types of characters and ability to multi-task, 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.
