Customer Care Associate

York Region; Golden Horseshoe; On-site; CAD 60,000 - 80,000; Full time

Job summary

A regional government organization in Ontario is seeking a Customer Ambassador to deliver exceptional in-person customer service. The role involves assisting residents with inquiries, providing information on programs and services, and ensuring a positive customer experience. Candidates should have a diploma in customer service or a related field and a minimum of two years of experience in delivering customer service to a diverse population. This full-time position promotes inclusivity and exceptional service standards.

Benefits

Defined Benefit Pension Program

Employee Health Care Spending Account

Employee and Family Assistance Program

Qualifications

• Two (2) years of experience in customer service.
• Experience with CRM, SAMS, YARDI applications.
• Strong multitasking and decision-making abilities.

Responsibilities

• Provide accurate and helpful customer service.
• Respond to inquiries verbally, in writing, or in person.
• Document all interactions accurately in CRM systems.

Skills

Customer Service

Communication

Problem-solving

Interpersonal Skills

Education

Community College Diploma in Customer Service or related field

Tools

CRM systems

Mobile devices

Job description

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 expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1800 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 the date of hire as a full-time employee, including 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, 24/7 Employee and Family Assistance Program, and corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible for payment in lieu of benefits and/or vacation.
• Inclusive and Diverse Workforce - We are committed to fostering an environment that celebrates all dimensions of diversity, ensuring 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

Reporting to the Supervisor of Access York Contact Centre Operations, the Customer Ambassador is responsible for representing York Region by embodying the customer experience strategy in delivering an exceptional in-person experience at various locations. The role involves acting as a primary point of contact for those seeking information about York Region programs and services, providing referrals to non-Regional services, responding to requests, resolving questions and complaints, assisting with program registration, accessing databases to reference or update customer information, and tracking interactions in systems including the Customer Relationship Management (CRM) system.

WHAT YOU'LL BE DOING

• Providing prompt, courteous, accurate, and helpful customer service to facilitate access to York Region programs and services through a no-wrong-door approach.
• Responding and communicating with customers verbally, in writing, or in person to provide information, complete applications, register (new and updates), referrals, and address customer concerns.
• Assisting with wayfinding and providing information on Regional and Non-Regional Services using mobile devices or desktops.
• Greeting customers at reception, providing directions, deciphering information, and offering guidance and referrals.
• Responding to inquiries for both Regional and Non-Regional Services.
• Documenting all interactions accurately in the appropriate technology, ensuring customer requests and concerns are recorded and forwarded as needed.
• Utilizing knowledge databases to respond and resolve customer issues at first contact, using mobile devices such as iPads or desktops.
• Verifying customer identity and information to determine if records need updating.
• Performing other duties as assigned in line with departmental objectives and Business Continuity Planning.

WHAT WE'RE LOOKING FOR

• Successful completion of a Community College Diploma in Customer Service, Communications, Human Services, or a related field, or an approved equivalent combination of education and experience.
• Minimum of two (2) years of experience delivering exceptional customer service to a diverse population.
• Experience with electronic applications such as CRM, SAMS, YARDI.
• Strong multitasking and decision-making skills, ability to work independently and as part of a team, with critical thinking and data evaluation skills.
• Excellent interpersonal, mediation, investigative, problem-solving, presentation, leadership, and team-building skills.
• Strong communication skills, including public speaking, research, and planning.
• Satisfactory Police Criminal Background Check.
• Ability to handle confidential information with tact and judgment.
• Commitment to customer service and role modeling service expectations.
• Proficiency in navigating the internet, multiple systems, and databases simultaneously.
• Ability to maintain focus in a busy environment.
• Knowledge of corporate core competencies: customer focus, communication, collaboration, and personal ownership.

Required Experience:

Key Skills: Anti Money Laundering, EAM, Electrical Controls, Air Ticketing, ABB, Electronics

Employment Type: Full Time

Experience: Years

Vacancy: 1