Access York Customer Experience Associate Tier 1
York Region
Newmarket, ON
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Progressive. Collaborative. Accountable. Draw on your passion. Shape our community. Progressive and collaborative, with a clear, long-term vision. We value employees’ contributions and inspire excellence. We are driven by a desire to help shape and serve the growing community in which we live and work.
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.
  • 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.
  • Satisfactory Criminal Records Check.
Scheduled Hours
As Required and Varied
Operational Hours
0830 - 1630
How to Apply
Please apply online by November 25, 2019 at 4:30 p.m. We thank all candidates for their interest, however only those selected for an interview will be contacted via email.
$30.65 to $33.33 per hour