Customer Relations Coordinator

Location

Richmond Hill, ON | Canada

Job description

Job Description:

POSITION PURPOSE

Reporting to the Supervisor, Customer Service, 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) and Roads 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.

MAJOR RESPONSIBILITIES

• Monitors and maintains YRT and Roads general e-mail channel, yrt.ca feedback on a daily basis including prioritizing, tracking in the CRM system, administration and functionality.
• Consults with transit control and dispatch unit to provide customers with accurate responses through email.
• Analyzes email feedback and CRM data to identify trends; makes recommendations for service improvements to Operations and Service Planning staff ensuring customer satisfaction measurables are met.
• Identifies changes required to the CRM system, including, categories, routes, service operator, fleet and fare machine information, update workflows and validation rules to ensure the CRM is optimized for Customer Service staff’s needs
• Conducts needs assessments for the Transit and Roads Service Areas and contractor training needs on CRM system.
• Prepares, develops, and facilitates customized presentations, mini training, and “lunch and learn” sessions for staff on CRM, to provide refreshers or updates on system changes.
• 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 formally responds to all letters received from municipal/regional politicians, and from the media.
• Provides back-up coverage and support for the Customer Service team, as required.

• 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.
• Experience identifying process improvements and innovation.

Job tags

Salary