Customer Service Representative

2 months ago

Toronto, Ontario, Canada Ombudsman Ontario Full time
Our priority is the health and wellness of employees and the people of Ontario. As such, this position may involve working from home for part of the duration of this position. The WSIB model mixes working from home, office and field.

About the Workplace Safety and Insurance Board (WSIB)

We're here to help.

When an injury or illness happens on the job, we move quickly to provide wage-loss benefits, medical coverage and support to help people get back to work.

Funded by businesses, we also provide no-fault collective liability insurance and access to industry-specific health and safety information.

We are one of the largest insurance organizations in North America covering over five million people in more than 300,000 workplaces across Ontario.

For more information, visit

At the WSIB, you'll have the opportunity to:

  • explore many career paths and follow your passion
  • continuously learn and grow professionally
  • be recognized for the great work you do
  • participate in programs that support your health and wellbeing
You'll also receive a competitive salary, along with a comprehensive benefit package and defined benefit pension plan.

You'll also receive a competitive salary and may be eligible to participate in our health and dental plan.
Bilingual designated roles- You may be eligible to receive a language bonus payment

Now is an exciting time to join the Customer Care department of the WSIB We are growing with people who believe that every time, every Customer deserves our best. If you have a passion for service and a desire to work in an organization where you can make a difference, bring your best to the WSIB. We offer great compensation, a supportive team environment, and opportunities for career growth. We work in a fast-paced Contact Center environment, dealing with a wide array of enquiries from one of our multiple workplace parties. Key aspects of this role require the use of critical thinking, dealing with change and ambiguity and customer focus.

The WSIB is recruiting for current and future unilingual and bilingual (French speaking) opportunities in the following locations:

Guelph, Hamilton, Kingston, Kitchener/Waterloo, London, North Bay, Ottawa, Windsor, Sault Ste. Marie, St. Catharines, Sudbury, Thunder Bay, Toronto, Timmins & Windsor

We are also recruiting for temporary evening shifts: Employee's working an evening shift would finish after 5:00pm extending to 8:00pm

Note:
schedules or availability of work will not be consistent or guaranteed for variable opportunities. Hours of work may vary from 0 to 14 hours per week dependent on business needs and your availability. Contracts will vary in length.

Permanent Full time opportunity
Permanent Part time opportunity
Temporary Full time opportunity up to 12 months in duration
Temporary Part time opportunity up to 12 months in duration
Temporary Variable opportunity up to 12 months in duration

Starting Salary $63,146.61


OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.


We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.


Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.


We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code.

Refer to the "How to apply" section if you require a disability-related accommodation.

What can I expect to do in this role?About The Role


The Customer Service Representative is responsible for receiving and responding to inquires related to the claims, health care benefits, and other services offered by WSIB.

These inquiries may come from both internal and external stakeholders via various telephone and online channels.

The Customer Service Representative strives to provide our stakeholders with the best customer experience while supporting the values and principles of the WSIB.

As a Customer Service Representative, you will provide assistance and accurate information to the party making the inquiry.

For situations where you are unable to provide first-contact resolution, you will direct the inquiry to the appropriate internal business partner.

Inquiries to be addressed may include incident reporting, claim status, loss of earning benefits, health care benefits, return to work and recovery services, access and appeals, user support services, compliance, prevention and WSIB policies.

On a Practical Level, You Would

  • Answer and direct queue driven inquiries from workplace parties, internal business partners or others. Analyze the needs of the caller, taking appropriate action to resolve the inquiry and produce first-contact resolution or collaborating with the caller to provide further solutions.
  • Identifying and taking immediate/appropriate action in accordance to internal resources when dealing with callers in crisis. escalations, media calls, security files, privacy breaches and changes in government legislation that require special call handling;
  • Provide written responses to inquiries received via online services and provide user support to our stakeholders using these online services.
  • Proactively collect information from workplace parties regarding their claim to assist our internal business partners for decision-making purposes. Information gathering may involve outbound phone calls.
  • Accessing various WSIB computer systems and resources to provide specific information on a claim, to notate actions taken during a call, to complete and generate various letters and WSIB forms, and to update profile information as required.
  • Performing a range of clerical duties including but not limited to, reception and mailroom coverage.
  • Performing other duties as assigned or required.
  • Perform all duties while providing an empathetic and accurate customer experience
How do I qualify?Qualifications:
Education:

  • High school completion plus additional specialized courses or certificate program of up to one year or equivalent skills level.

Experience:

  • One year and five months prior experience in customer service.
Additional Information:
As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.

Application Instructions:
To apply for this position, please submit your application by the closing date via the WSIB careers website.

Our commitment to equity, diversity and inclusionWe respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated.


The WSIB is committed to being accessible and inclusive, and following barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).

Should you require accommodation through any stage of the recruitment process, please let us know when we contact you and we will work with you to meet your needs.

Disclosing conflicts of interestAs public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity.

This may include:
political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at

Privacy informationWe collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997. The Talent Acquisition Centre and WSIB hiring parties will used this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB's Privacy Office at The Privacy Office cannot provide information about the status of your application.

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