$29.47 to $32.03 per hour
This is a Replacement
Union position - CUPE Local 905 (York Region Unit)
Wed & Thurs 15:00-19:00, Sat 12:30-16:30
Reporting to the Supervisor, Customer Service is responsible for handling requests, resolving questions, and concerns from the public across a variety of communication channels including telephony, live chat, email and in person in a Contact Centre environment; achieves established KPI’s across communication channels while maintaining excellent quality; tracks and documents details of every customer interaction in the Customer Relationship Management (CRM) system with the goal of responding to customers at the first contact.
•Responds to inquiries and concerns receives from customers and/or prospective customers across a variety of communication channels including telephone, e-mail, live chat and walk-in customers.
•Utilizes appropriate technology and resources to provide real-time traveller information to customers across communication channels.
•Responds directly to live chat inquiries from the public in an accurate and timely manner, ensuring consistent messaging; applies appropriate chat control techniques to ensure quality and established agreed response times are met.
•Receives and records all customer complaints and service requests using the Customer Relationship Management (CRM) System, ensures customer’s requests/concerns and associated details are recorded accurately and actionable concerns are forwarded to the appropriate branch.
•Monitors complaints, service issues, statistics, etc. to identify trends and patterns and makes recommendations for service improvement.
•Reports customer incidents and issues and provides information to internal stakeholders for investigation, advising management of urgent or sensitive concerns.
•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.
•Assists internal stakeholders with community events, as required.
•Maintains current knowledge by attending workshops and in-house training sessions to keep abreast of service changes and customer service delivery methods; participates in refresher training, as required.
•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 electronic 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.
•Demonstrated problem solving and decision making skills and the ability to provide high quality customer service.
•Knowledge and demonstrated ability in corporate core competencies including customer focus, communication, collaboration and personal ownership.
How to Apply
Please apply online by October 19, 2020. We thank all candidates for their interest; however, only those selected for an interview will be contacted via email.