Customer Relations Coordinator

Status

Temporary Full-Time

Temporary - Approximate length of assignment, in months

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

Job Description (E)

Almost 1.2 million residents call York Region home, making it one of the largest regions in Canada – and the fastest growing with a population that’s expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.

WHAT WE OFFER

Consistently named one of Canada’s Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace – aligned with our vision to create strong, caring and safe communities both within and outside our walls.

• Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
• Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
• Benefits and Wellness - Employees and their loved ones have access to an employee health care spending account, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.
• Inclusive and Diverse Workforce - We’re committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.

ABOUT THE ROLE

Reporting 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

Scheduled Shifts

8:30 - 16:30

Operational Hours

Close Date

August 5, 2026

# of Hires Needed

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 1-877-464-9675 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.

York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. We respect, encourage and celebrate our diversity, aiming to build a qualified workforce that reflects the population we serve. Should you require an accommodation under the Human Rights Code during the recruitment and selection process, including accessible formats and communication supports, please email [email protected] or call 1-877-464-9675 extension 75506. Accommodations for applicants with disabilities are available upon request during recruitment processes and throughout employment.