Education

College diploma

Skills

Call center
Yardi
Microsoft Office
Computer skills

Status

Casual/On-call

Temporary - Approximate length of assignment, in months

Type of Position

an Addition to Staff

Start Date

Immediate

Salary

Per hour

Salary Grade

$32.87 - $35.74

Department

York Region -> Community & Health Services -> Integrated Business Services

Location

Hybrid work opportunities may apply - CA
IBSB Access York - 17150 Yonge Street - Newmarket, ON L3Y 8V3 CA (Primary)

Job Description (E)

POSITION PURPOSE
Reporting to the Program Manager, Access York Initiatives is responsible for responding to requests and resolving questions and concerns received from the public in a call centre environment; assessing customer needs, triaging customers for appropriate services and provide information for various Regional and Provincial programs and services; completing program registration and processing of payments; making referrals to department staff, and community agencies; tracking and documenting details in the Customer Relationship Management (CRM) system; with the goal of responding to customers and resolving the inquiry at the first point of contact.

MAJOR RESPONSIBILITIES

Responds to inquiries related York Region program and services in the Tier 1.
Categorizes and documents customer contacts in the Customer Relationship Management (CRM) system.
Accesses, gathers and inputs information into required databases to complete the tasks related to this role.
Provides information specific to the customers’ needs about program and service options, application processes, eligibility criteria, and referrals to related services within York Region and the surrounding community.
Makes suggests for changing/improving processes to management.
Participates in team meetings and divisional and departmental task groups and committees, as required.
Responds to inquiries and resolves concerns via telephone, email, in-person, chat and other means of customer contact, as appropriate.
Ensures that services provided meet Regional customer service standards.

QUALIFICATIONS

Successful completion of a Community College Diploma in Human Services or approved equivalent combination of education and experience.
Minimum two (2) years’ current demonstrated experience delivering service to customers in a call centre environment.
Demonstrated experience in electronic applications such as a Customer Relationship Management (CRM) system, Social Assistance Management System (SAMS), YARDI.
Demonstrated knowledge of problem solving, complaint and conflict resolution techniques.
Knowledge of call centre operations including contact centre telephony and technology.
Excellent interpersonal, verbal and listening skills to interact courteously and to provide high quality customer experience.
Demonstrated problem solving and decision-making skills and the ability to provide high quality customer experience.
Ability to exercise confidentiality, discretion and good judgement in dealing with clients and team members.
Satisfactory Criminal Records Check.
Computer literacy utilizing MS Office software applications.
Knowledge and demonstrated ability in corporate core competencies including customer focus, communication, collaboration and personal ownership.

Council Approval Date

Scheduled Weekly Hours

Scheduled Shifts

Varied - As Required

Operational Hours

Close Date

October 4, 2023

# of Hires Needed

Union

CUPE 905 York Region

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. At the Region, we respect, encourage and celebrate our diversity. If contacted for an employment opportunity, please advise if you require Code-protected accommodation.

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