Job Title
Customer Relations Coordinator
Status
Temporary Full-Time
Temporary - Approximate length of assignment, in months
15
Type of Position
a Replacement
Start Date
Immediate
Salary
Per hour
Salary Grade
$43.95 - $47.77
Department
York Region -> Corporate Services -> Digital & Customer Experience
Location
DCX - Customer Experience CX - 17150 Yonge Street - Newmarket, ON L3Y 8V3 CA (Primary)
Hybrid work opportunities may apply - CA
ABOUT THE ROLEReporting 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.
- Responds directly to all e-mails, feedback forms, and letters for formal requests, customer complaints and inquiries from the public; ensures requests are responded to accurately and in a timely fashion.
- 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.
- Identifies issues and consults with internal partners to ensure department staff operational needs are met.
- 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.
Council Approval Date
Scheduled Weekly Hours
35
Scheduled Shifts
8:30 - 16:30
Operational Hours
Close Date
August 5, 2026
# 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 [redacted] 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.
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Benefits and Perks.
