Customer Care Associate

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. 
• Meets and greets customers in the reception area providing direction, deciphering information and providing guidance and referrals.
• Responds to inquiries for both Regional and Non-Regional Services.
• 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.

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 maintain confidentiality, exercise judgement and tact in dealing with confidential information and responding to enquiries.
• Strong commitment to customer service, and demonstrated ability to role model service expectations for staff.
• Proficiency navigating the internet, multiple systems and databases simultaneously.
• Ability to maintain focus and concentration in busy space.
• 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. 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.