Customer Relations Coordinator – YRT
York Region
Richmond Hill, ON
Position Purpose
Reporting to the Manager, Customer Strategy and Services, is responsible for monitoring, coordinating and providing responses to emails and feedback received through the email channel and yrt.ca; investigating, coordinating and providing responses to all external 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 all York Region Transit (YRT) 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.
Qualifications
  • 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; training adult learners, and leadership experience.
  • Strong analytical skills to identify trends and statistics; strong attention to detail.
  • Strong project management, organizational, communication, interpersonal, decision making and problem-solving skills.
Scheduled Hours
35
Scheduled Shifts
0830 – 1630
How to Apply
Please apply online by August 15, 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.
Salary
$37.42 to $40.67 per hour
This is a Replacement
Union position - CUPE Local 905 (York Region Unit)