Address
SalaryPurpose:
The University Services Centre (USC) is a critical part of York University's commitment to Service Excellence. The USC brings together teams across York University's administrative functions into one client-focused service delivery entity. USC provides a unique opportunity for York University to develop and deliver services that are consistent, streamlined, and client centric leveraging technology. The USC is built on a commitment to client service, accountability, and trust, enabled by an effective service-oriented culture, data-driven practices, and simplified processes.Under the direction of the Assistant Manager, Operations & Account Management, the Customer Care Specialist provides superior customer service by handling customer requests ensuring that service requests are processed in an accurate and timely manner while enhancing the client experience. The Customer Care Specialist is expected to work independently with a minimum of supervision using initiative and good judgment in setting priorities and resolving issues while ensuring adherence to, and compliance with, the policies and operating procedures set by the organization.
Education:
High school diploma with some post-secondary education or training in Customer Care, administrative services, or equivalent Customer Care experience, preferably in a technical or telecommunications environment. Completion of a 6â??12-week in-house customer service/support training program with a large telecommunications firm would be a definite asset.
Experience:
2 years' experience in direct front-line Customer Care/support (e.g., retail, call center) preferably with a telecommunications focus, e.g., TELUS, Bell, Rogers. Direct experience with provisioning and demonstrating mobility devices preferred. Practical experience using personal computers, email, calendar systems, internet and web browsers, incident/service request (ticketing) systems, e.g., HALO.
Skills:
Effective customer service skills: including a positive and friendly attitude, and the ability to deal calmly, tactfully, and effectively with people
Effective service orientation coupled with an ability to assess the operational significance of a problem, determine the appropriate steps, and to set priorities accordingly
Effective communications skills (oral and written) to elicit accurate information and respond to inquiries from all levels of the University hierarchy. able to adapt style to the situation and context
Effective listening to collect the information and data necessary to provide sound recommendations to customers, troubleshoot a problem, apply the appropriate solution
Ability to work and communicate with the external community in a professional and business-like manner
Ability to work independently and effectively as a member of a team
Ability to learn and share information with others. take initiative, be accountable. maintain confidentiality
Attending accurately to detail. effectively managing multiple tasks and activities concurrently and meeting long/short term deadlines. working effectively under pressure of high volume
Ability and willingness to maintain a commitment to continuous improvement and self-learning. able to apply learned skills
Ability and aptitude to learn new processes, and adapt to new technologies
Respects diversity and promotes inclusion in the workplace
Contributes to an inclusive and diverse team-based, positive work environment
Recognizes diversity of abilities and adapts content, tone, medium and style to audience to be inclusive
Committed to continuous learning and skill building in diversity, inclusion, and cultural competence
Additional Notes:
Please note: This position requires the candidate to produce a verification of degree(s), credentials(s), or equivalencies from accredited institutions and/or international equivalents at the time of interview.
Hours of work: Mondary to Friday, 11:00 a.m. to 7:00 p.m., or Wednesday to Sunday, 8:30 a.m. to 4:30 p.m. Summer: Same
Requests to work overtime may occur periodically throughout the year
Peak periods: August, September, January, April Vacation restriction: During peak periods
If you are a current York University employee in the YUSA-1 bargaining unit and/or are using your job posting rights under the collective agreement to view and apply for jobs, you must apply through the Employee Career Portal - YU Hire to be considered an internal applicant.
As per Article 12.02(f) of the YUSA-1 Collective Agreement, to be considered an internal applicant, employees in the YUSA-1 bargaining unit must submit the application 5 working days following the first day of posting. This is referred to as the 'Posted Date' on the job posting. Please refer to the 'Posting Intent' on the job posting.
York University offers accommodation for applicants with disabilities in its recruitment processes. If you are contacted by York University regarding a job opportunity or testing, please advise if you require accommodation.
We are committed to enhancing our environmentally and socially responsible practices for the benefit of all members of the York community. Our long term perspective recognizes our responsibility to be innovators and to continually work as a community to reduce our ecological impact.
York University employees must apply to jobs through the Employee Career Portal - YU Hire. If you are a current York University employee and/or are using your rights under a collective agreement to view and/or apply to jobs, you MUST log into YU Hire to access the York University Employee Career Portal.
PLEASE NOTE: Applications must be received by 11:55 pm EST on the posted deadline date, if applicable.
