Job Description

Status
Casual/On-call
Temporary - Approximate length of assignment, in months
Type of Position
an Addition to Staff
Start Date
Immediate
Salary
Per hour
Salary Grade
$33.53 - $36.45
Department
York Region -> Corporate Services -> Digital & Customer Experience
Location
50 High Tech Road, - Richmond Hill, ON L4B4N7 CA

Hybrid work opportunities may apply - CA

IBSB Access York - 17250 Yonge Street - Newmarket, ON L3Y 6Z1 CA (Primary)

(E)

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 that's expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 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 date of hire as a full-time employee and includes 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, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.

Inclusive and Diverse Workforce

- We're committed to fostering an environment that celebrates all dimensions of diversity and ensures 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, 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.

WHAT YOU'LL BE DOING

Responds to inquiries and concerns received from customers across a variety of communication channels such as telephone in a contact centre setting, e-mail, feedback forms, live chat and walk-in customers. Utilizes technology and resources to provide accurate customer information. Appropriately manages crisis calls in a calm and professional manner. Documents and categorizes all customer interactions in the Customer Relationship Management (CRM) system, processes customer data electronically and forwards files to staff and service providers. Responds and addresses customer feedback and complaints; completes validation process to discern whether complaints/issues require further escalation, triaging customers to appropriate internal or external services. Maintains awareness of York Region programs and services to effectively assist customers. Reports customer incidents and issues and provides information to internal stakeholders for investigation, advising management of urgent or sensitive concerns. Provides information specific to the customers' needs about program and service options, application processes, eligibility criteria, and referrals to related services within York Region and the surrounding community. Assists customers with online program registrations and confirmation of enrollment. Uses the services of interpreters/translators to ensure a clear exchange of relevant information. Accesses, gathers and inputs information into required databases to complete the tasks related to this role. Acts as a resource through peer mentoring by providing guidance and direction on Corporate Contact Centre policies and procedures to help orient and integrate new Corporate Contact Centre staff. Ensure the use of Knowledge Base to provide consistent customer service and provide recommendations to improve quality of information to team members. Maintains professional and technical knowledge by attending workshops and training sessions. Ensures that services provided meet Regional customer service standards.
Participates in team meetings, committees, work groups, and special projects, as assigned.

WHAT WE'RE LOOKING FOR

Successful completion of a College diploma in a related field or approved equivalent combination of education and experience. Minimum two (2) years' current demonstrated experience delivering service to customers and or interacting with customers in a contact centre environment for first contact resolution, de-escalation, conflict resolution or complaint resolution. Demonstrated experience in various computer applications including Customer Relationship Management (CRM) systems. 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. Strong written and verbal communication skills. Excellent interpersonal, verbal and listening skills and ability to connect with a range of internal and external customers while focusing on fostering collaborative work relationships. Ability to demonstrate the Region's core competencies. Council Approval Date
Scheduled Weekly Hours
3.5 - Varied/ As Required
Scheduled Shifts
0700 - 1900
Operational Hours
Based on Operational Needs
Close Date
October 29, 2025
# of Hires Needed
5
Union
CUPE Local 4900
.
Please apply online by 5:00PM EST of the closing date indicated above.



All employment opportunities are recorded on a 24-Hour Career Line and may be accessed by calling 1-877-464-9675 ext. 75508. We thank all candidates for their interest; however, only those selected for an interview will be contacted. Please be advised, York Region uses email as the primary means of communication with candidates and does not use AI technology in any part of the recruitment process. Please ensure your email address is up to date, checked frequently (including your spam folder), and accepts messages from unknown users.



York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. We respect, encourage and celebrate our diversity, aiming to build a qualified workforce that reflects the population we serve. Should you require an accommodation under the Human Rights Code during the recruitment and selection process, including accessible formats and communication supports, please email careers@york.ca or call 1-877-464-9675 extension 75506. Accommodations for applicants with disabilities are available upon request during recruitment processes and throughout employment.