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) 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
QUALIFICATIONS
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