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Job Title: Customer Experience Associate (Casual, On-Call)   Date Posted: 04/04/26 Ref. Number: 484 Type: Full Time Part Time Location: Newmarket Requirements: 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. Description: 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. Manages information in accordance with legislation and corporate standards, including Municipal Freedom of Information and Protection of Privacy Act (MFIPPA) and Personal Health Information Protection Act (PHIPA). Performs other duties as assigned, in accordance with Branch and Department objectives. Hours per week: Varies Rate of Pay: $36.00 - $39.14