Job Description

Status
Permanent Full-Time
Temporary - Approximate length of assignment, in months
Type of Position
an Addition to Staff
Start Date
Salary
Per hour
Salary Grade
$40.93 - $44.48
Department
York Region -> Public Works -> SustainabilityComm&Innovation
Location
50 High Tech Road, - Richmond Hill, ON L4B4N7 CA (Primary)

(E)

ABOUT THE ROLE

Reporting to the Program Manager, Customer Experience, is responsible for monitoring, coordinating and providing responses to emails and feedback received through the email channel, yrt.ca and York.ca; investigating, coordinating and providing responses to customer complaints and inquiries received from the public, municipal and regional politicians, staff, etc.; resolving escalated customer issues as reported in Corporate Customer Relationship Management (CRM) software solution; liaising with department staff to ensure consistent messaging and responses; updating call centre staff on issues pertinent to the information they provide to the public; analyzing, reporting and presenting management with statistics from the CRM system; assessing staff training needs for the CRM system and designing and facilitating training sessions; making recommendations on system improvements.

WHAT YOU'LL BE DOING

Monitors and maintains general e-mail channels, yrt.ca and York.ca feedback on a daily basis including prioritizing, tracking in the CRM system, administration and functionality. Consults with department staff to provide customers with accurate responses through email. Analyzes email feedback and CRM data to identify trends; make recommendations for service improvements to staff ensuring customer satisfaction measurables are met. Identifies changes required to the CRM system to ensure the system is optimized for staff needs. Prepares, develops, and facilitates CRM training for new employees. Provides guidance to Customer Service Staff on usage of the CRM system including staff coaching and direction for entering customer complaints; ensures customer concerns are documented and forwarded to the appropriate section for investigation/resolution. Liaises with Department staff on customizing functional areas of the CRM system and with Operations staff regarding on-going issues and follow up. Liaises with functional Department staff on various issues and responds to letters received from municipal/regional politicians, and from the media as needed. Performs other duties as assigned to meet Branch and Departmental objectives.

WHAT WE'RE LOOKING FOR

Successful completion of a College Diploma in Business Administration or a related field or approved equivalent combination of education and experience. Minimum three (3) years demonstrated experience in a call centre/customer service environment including experience in writing a variety of communication pieces, such as reports, responding to complaints, correspondence for all levels of management, elected officials, etc. Must have demonstrated complaint resolution experience, including Customer Relationship Management (CRM) knowledge and experience and training adult learners. Strong analytical skills to identify trends and statistics, strong attention to detail. Strong project management, organizational, communication, interpersonal, decision making and problem-solving skills. Experience identifying process improvements and innovation. Demonstrated ability in the Region's leadership/and core competencies. Knowledge of needs assessment techniques and simple program development. Highly developed written and verbal communication skills, to prepare reports and to convey issues and concepts in a convincing and easily understood manner to the public, elected officials, etc., and to address and resolve issues and complaints while dealing with irate clients. Strong presentation, organizational and research skills while demonstrating good judgment. Computer literacy utilizing MS Office software applications, and ability to learn various computer applications (e.g. Agent Info, CAD/AVL, Mobile statistics, complaint tracking applications). Working knowledge of Excel and formulas required. Ability to deal positively with internal/external clients while fostering cooperative and collaborative customer focused working relationships. Strong ability to develop relationships and work in a welcoming and inclusive environment, where diversity is celebrated and where everyone can develop to their full potential. Ability to travel to off-site locations as required. Ability to work outside normal business hours, as required. Council Approval Date
Scheduled Weekly Hours
35
Scheduled Shifts
Monday to Friday - 8:30 a.m. - 4:30 p.m.
Operational Hours
7
Close Date
November 11, 2025
# of Hires Needed
1
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.