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Junior Information Officer

2 months ago

Toronto, Canada Condominium Authority of Ontario Full time

**About Us**

The Condominium Authority of Ontario (CAO) is a dynamic, digital organization that supports the province's rapidly evolving condominium sector with information, education and dispute resolution services.

We value innovation, collaboration, creativity, a get-it-done mindset and embracing modern, agile/scrum IT development methodologies and client-focused solutions. Our staff have told us that CAO’s culture embraces diversity and provides a collaborative environment where they can learn, grow and thrive. We are committed to staff well-being and work-life balance, and offer competitive compensation, health benefits, pension matching and a hybrid work environment. Our office is in the heart of Toronto’s bustling financial district.

The CAO is a delegated administrative authority that supports condo living and enhances consumer protection by providing services and resources that reach all condo communities across Ontario. We are accountable to the government through an Administrative Agreement with the Minister of Public and Business Service Delivery and Procurement. The seven-member board of directors provides strategic guidance and oversight of the organization.

We are an organization driven by our vision, mission and values:

- Our Vision: Strong and vibrant condominium communities in Ontario.
- Our Mission: Engage and empower Ontario’s condominium communities with information, education, and dispute resolution
- Corporate Values: Innovation, trust, teamwork, value for money, integrity, fairness
- Team Values: Respect, trust, diversity, collaboration, leadership

We value flexibility and have adopted a hybrid work model whereby employees use a combination of working remotely 2 days a week and in the office for 3 days.

**Purpose of Position**

We have a requirement of **two full-time permanent roles with one requirement as Bilingual (English & French)**.

**Key Responsibilities**
- Efficiently and effectively responds to incoming telephone calls, assisting condo communities and the public by providing information, assistance and/or referrals in a friendly, courteous, and professional manner within service standards.
- Consistently adheres to current messaging, scripts, templates, and other reference materials when responding to clients.
- Carefully analyzes inquiries and provides appropriate helpful information to clients, protecting confidential or private information and data and avoiding the provision of misinformation that might adversely impact the credibility of the CAO.
- Applies sound judgement to determine when to consult with or escalate to ensure that clients receive accurate information and support in a timely manner.
- Assists clients to create CAO accounts and to manage condo corporation profiles, including investigating/trouble-shooting any previous account activity, (re)issuing invitation codes and maintaining integrity of the CAO database.
- Supports clients in accessing and navigating the CAO’s online services, including condo director training, condo returns/notices of change systems, and public registry. Provides technical assistance for users with limited experience with computers to help them navigate and access these online services.
- Asks relevant questions of clients to try to determine the cause of technical issues; explains any available solutions to resolve the issue; documents details of unresolved issues for investigation/resolution by the IT department.
- Follows protocols for logging, updating, and closing client inquiries in the CAO’s configuration of Microsoft Dynamics 365 Customer Relationship Management (CRM) system, including entering clear and accurate summary notes and monitoring/following up as required on outstanding activities.
- Alerts management to any new relevant information (e.g. unique scenario, potential emerging issue, and upcoming event) resulting from client interactions; proactively maintains awareness of new issues and legislative changes that may affect condo communities.
- Actively participates in training sessions, meetings and on working groups, providing input into proposed operational/procedural changes to improve the quality of the customer experience and achieve service excellence. Other duties as requested.

**Qualifications, Skills and Knowledge**
- Post-Secondary education in Legal, Paralegal, Public Policy or a related field is preferred.
- At least 6-months experience with direct client interaction in a service-oriented environment and/or contact centre experience with demonstrated ability to convey legal concepts or legislation in plain language an asset.
- Excellent verbal and written communication skills.
- A demonstrated ability to deal with difficult clients, de-escalate and diffuse challenging situations and successfully resolve customer issues in a diplomatic and professional manner.
- Ability to maintain a positive attitude and work effectively both independently and within and across teams to promote high s