Customer Care Associate

Status

Casual/On-call

Temporary - Approximate length of assignment, in months

Type of Position

an Addition to Staff

Start Date

Immediate

Salary

Per hour

Salary Grade

$34.61 - $37.61

Department

York Region -> Corporate Services -> Digital & Customer Experience

Location

DCX - Customer Experience CX - 17150 Yonge Street - Newmarket, ON L3Y 8V3 CA (Primary)

Various Locations 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 Supervisor, Access York Contact Centre Operations, is responsible for representing York Region as a Customer Ambassador by embodying the customer experience strategy in delivering an exceptional in-person experience at various locations; professionally and positively acting as a primary point of personal contact for those seeking information about York Region programs and services; providing referrals to non-Regional services; responding to requests and resolving questions and complaints, program registration, accessing databases to reference or update customer information; with the goal of responding to the customer at the first point of contact; and tracking and documenting interactions in systems including but not limited to the Customer Relationship Management (CRM) system.

WHAT YOU'LL BE DOING

• Provides prompt, courteous, accurate and helpful customer service to make it easier for people to do business with York Region and get information on programs and services through a “no-wrong door” approach.
• Responds and communicates with customers verbally, in writing or in person to provide information, complete applications, registration (new and updates), referrals and customer concerns.
• Assists with wayfinding and able to provide information on Regional and Non-Regional Services using mobile devices or desktops.
• Meets and greets customers in the reception area providing direction, deciphering information and providing guidance and referrals.
• Responds to inquiries for both Regional and Non-Regional Services.
• Categorizes and documents all interactions in the appropropriate technology ensuring customer requests/concerns and associated details are recorded accurately and actionable concerns are forwarded to appropriate resource.
• Accesses information in the knowledge database to respond/resolve customer issues at the first point of contact either using a mobile device such as an Ipad or desktop.
• Assesses and confirms customer identity and information to determine if records require updating in the appropriate database.
• Performs other duties as assigned, in accordance with Branch and Department objectives and Business Continuity Planning.

WHAT WE'RE LOOKING FOR

• Successful completion of a Community College Diploma in Customer Service Communications, Human Services or related field or approved equivalent combination of education and experience.
• Minimum two (2) years demonstrated experience in delivering end to end exceptional customer experiences serving a diverse population.
• Demonstrated experience in electronic applications such as a Customer Relationship Management (CRM) system, Social Assistance Management System (SAMS), YARDI.
• Strong multi-tasking and decision making skills, the ability to work independently as well as a member of a team and demonstrated ability to think critically, analyze and evaluate data for planning purposes.
• Excellent interpersonal, mediation, investigative, problem solving, presentation, leadership and team building skills.
• Solid analytical, research, planning, written and verbal communication including public speaking.
• Satisfactory Police Criminal Background Check.
• Ability to maintain confidentiality, exercise judgement and tact in dealing with confidential information and responding to enquiries.
• Strong commitment to customer service, and demonstrated ability to role model service expectations for staff.
• Proficiency navigating the internet, multiple systems and databases simultaneously.
• Ability to maintain focus and concentration in busy space.
• Knowledge and demonstrated ability in corporate core competencies including customer focus, communication, collaboration and personal ownership.

Council Approval Date

Scheduled Weekly Hours

3.5 - Varied/ As Required

Scheduled Shifts

8:30 - 16:30

Operational Hours

Close Date

July 1, 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 View phone number on ca.snapjobsearch.com. 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 View email address on ca.snapjobsearch.com or call View phone number on ca.snapjobsearch.com. Accommodations for applicants with disabilities are available upon request during recruitment processes and throughout employment.