Access York Customer Experience Associate Tier 1
Access York Customer Experience Associate Tier 1
Posted on :
29-04-2025
Employer Active
1 Vacancy
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Job Description
Description
POSITION PURPOSE:
Reporting to the Supervisor Access York Contact Centre Operations is responsible for responding to requests and resolving questions and concerns received from the public in a call centre environment; assessing customer needs triaging customers for appropriate services and provide information for various Regional and Provincial programs and services; completing program registration and processing of payments; making referrals to department staff and community agencies; tracking and documenting details in the Customer Relationship Management (CRM) system; with the goal of responding to customers and resolving the inquiry at the first point of contact.
Reporting to the Supervisor Access York Contact Centre Operations is responsible for responding to requests and resolving questions and concerns received from the public in a call centre environment; assessing customer needs triaging customers for appropriate services and provide information for various Regional and Provincial programs and services; completing program registration and processing of payments; making referrals to department staff and community agencies; tracking and documenting details in the Customer Relationship Management (CRM) system; with the goal of responding to customers and resolving the inquiry at the first point of contact.
MAJOR RESPONSIBILITIES
- Responds to inquiries related York Region program and services in the Tier 1.
- Categorizes and documents customer contacts in the Customer Relationship Management (CRM) system.
- Accesses gathers and inputs information into required databases to complete the tasks related to this role.
- Makes suggests for changing/improving processes to management.
- Participates in team meetings and divisional and departmental task groups and committees as required.
- Acts as a resource through peer mentoring by providing guidance and direction on Access York policies and procedures to help orient and integrate new Access York staff.
- Responds to inquiries and resolves concerns via telephone email inperson chat and other means of customer contact as appropriate.
- Ensures that services provided meet Regional customer service standards.
- Performs other duties as assigned in accordance with Branch and Department objectives and Business Continuity Planning which may include responding to emergency situations outside of normal business hours.
QUALIFICATIONS
- 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.
- Knowledge of call centre operations including contact centre telephony and technology.
- Excellent interpersonal verbal and listening skills to interact courteously and to provide high quality customer experience
- Demonstrated problem solving and decision making skills and the ability to provide high quality customer experience.
- Ability to exercise confidentiality discretion and good judgement in dealing with clients and team members.
- Knowledge and demonstrated ability in corporate core competencies including customer focus communication collaboration and personal ownership.
Required Experience:
IC
Employment Type
Full Time
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