This is a continuous posting based on operational need and will be used to create an eligibility list to fill upcoming opportunities within the next twelve months. The number of positions to be filled has not been identified at this time. The positions are casual, and hours are offered on an as needed basis.
ABOUT US
Almost 1.2 million residents call York Region home, making it one of the largest regions in Canada – and the fastest growing with a population that’s expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.
WHAT WE OFFER
Consistently named one of Canada’s Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13 Factors of Psychological Health and Safety in the Workplace – aligned with our vision to create strong, caring and safe communities both within and outside our walls.
- Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
- Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
- Benefits and Wellness - Employees and their loved ones have access to an employee health care spending account, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.
- Inclusive and Diverse Workforce - We’re committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society, and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.
ABOUT THE ROLE
This role is responsible for responding to requests and resolving questions and concerns received from the public; conducting customer interviews to determine customer needs, triaging customers for appropriate services and assessing eligibility for various Regional and Provincial programs and services; completing intakes and assessments of program specific applications; making referrals to department staff, and community agencies; processing applications; tracking and documenting details in the Customer Relationship Management (CRM) system and Provincial systems; with the goal of responding to customers and resolving the inquiry at the first point of contact.
WHAT WE'RE LOOKING FOR
Customer Experience Associate Tier 1:
Salary: $33.53 - $46.45
- 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.
Customer Experience Associate Tier 2:
Salary: $35.33 - $38.39
- Successful completion of a Community College Diploma in Human Services or approved equivalent combination of education and experience.
- Minimum two (2) years demonstrated experience in a Human Services environment working with the vulnerable population and one (1) year experience in a call centre environment.
- Demonstrated strong assessment skills to provide appropriate services to marginalized, vulnerable and at-risk populations.
- Demonstrated experience in electronic applications such as a Customer Relationship Management (CRM) system, Social Assistance Management System (SAMS), YARDI.
- Demonstrated experience working in a highly structured reporting-based environment.
- Demonstrated knowledge of problem solving, complaint and conflict resolution techniques.
TRAINING REQUIREMENTS
As part of your onboarding process, you will be required to complete a comprehensive training program designed to equip you with the skills and knowledge necessary for success in your new role. This program requires you to be available for three (3) to six (6) months of full-time training and includes a blend of in-class learning and on-the job coaching and mentoring.
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