York Region is Looking For Customer Service Rep – Transp at Richmond Hill, ON Full Time

Job Title

Customer Service Rep. – Transp

Status

Temporary Part-Time

Temporary – Approximate length of assignment, in months

17 months

Type of Position

a Replacement

Start Date

Immediate

Salary

Per hour

Salary Grade

$32.87 – $35.74

Department

York Region -> Transportation Services -> TrnsStrategicInitiatives&Prog

Location

50 High Tech Road, – Richmond Hill, ON L4B4N7 CA (Primary)

Job Description (E)

POSITION PURPOSE

This position is responsible for handling customer inquiries and requests received from the public across a variety of communication channels; achieves established KPI’s; tracks and documents details of customer interactions in the Customer Relationship Management (CRM) system.

MAJOR RESPONSIBILITIES

Responds to inquiries and concerns received from customers across a variety of communication channels such as telephone, e-mail and live chat.

Utilizes technology and resources to provide accurate customer information.

Appropriately manages crisis or passenger behaviour calls.

Categorizes and documents all customer interactions in the Customer Relationship Management (CRM) system.

Responds and addresses customer feedback and complaints; completes validation process to discern whether complaints/issues require further escalation.

Maintains awareness of department programs and services in order to service customers.

s customer incidents and issues and provides information to internal stakeholders for investigation, advising management of urgent or sensitive concerns.

Ensures information in Knowledge Base is accurate and provides management with recommendations to improve quality of information.

Ensures that services provided meet Regional customer service standards;

Participates on committees, work groups, task forces and special projects, as assigned;

Manages information in accordance with legislation and corporate standards.

Performs other duties as assigned, in accordance with Branch and Department objectives;

QUALIFICATIONS

Successful completion of a College diploma in Business Administration, or a related field, or approved equivalent combination of education and experience.

Minimum two (2) years’ current demonstrated experience delivering service to customers in a contact centre environment.

Demonstrated experience in computer applications such as a Customer Relationship Management (CRM) system and other applications.

Demonstrated knowledge of contact centre operations including telephony and technology.

Demonstrated knowledge of complaint, de-escalation and conflict resolution techniques and ability to work with the pressure and challenges of receiving complaints on a regular basis.

Council Approval Date

Scheduled Weekly Hours

20

Scheduled Shifts

Mon, Tues, Fri: 15:00- 19:00, Sat: 8:30 – 12:30, Sun: 12:30 – 16:30

Operational Hours

Close Date

August 7, 2023

# of Hires Needed

1

Union

CUPE 905 York Region

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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.

Click here for more details on Benefits and Perks.