Access York Customer Experience Associate Tier 1

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.
• Makes suggests for changing/improving processes to management.
• Participates in team meetings and divisional and departmental task groups and committees, as required.
• Acts as a resource through peer mentoring by providing guidance and direction on Access York policies and procedures to help orient and integrate new Access York staff.
• 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.
• Performs other duties as assigned, in accordance with Branch and Department objectives and Business Continuity Planning which may include responding to emergency situations outside of normal business hours.
   

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.
• Knowledge and demonstrated ability in corporate core competencies including customer focus, communication, collaboration and personal ownership.

Please apply online by 5:00PM EST of the closing date indicated above. As an alternative, you can apply via e-mail to careers@york.ca .

All employment opportunities are recorded on a 24-Hour Career Line and may be accessed by calling 1-877-464-9675 ext. 75508. We thank all candidates for their interest; however, only those selected for an interview will be contacted. Please be advised, York Region uses email as the primary means of communication with candidates and does not use AI technology in any part of the recruitment process. Please ensure your email address is up to date, checked frequently (including your spam folder), and accepts messages from unknown users.

York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. We respect, encourage and celebrate our diversity, aiming to build a qualified workforce that reflects the population we serve. Should you require an accommodation under the Human Rights Code during the recruitment and selection process, including accessible formats and communication supports, please email careers@york.ca or call 1-877-464-9675 extension 75506. Accommodations for applicants with disabilities are available upon request during recruitment processes and throughout employment.