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Job Title: Customer Care Associate Tier 1 (Casual - Hybrid)   Date Posted: 02/29/24 Ref. Number: 903 Type: Full Time Part Time Location: Newmarket Requirements: 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 solution 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. Satisfactory Criminal Records Check. Computer literacy utilizing MS Office software applications. Knowledge and demonstrated ability in corporate core competencies including customer focus, communication, collaboration and personal ownership. Description: Reporting to the Program Manager, Access York Initiatives 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. 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. 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. Makes suggests for changing/improving processes to management. Participates in team meetings and divisional and departmental task groups and committees, as required. 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. 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. Hours per week: schedule varies throughout the week casual work Rate of Pay: $32.87/hr Contact: Jessenia Feijo Telephone: Fax: Email: jfeijo@jobskills.org