Junior Information Officer

6 months ago

Toronto, Canada Condominium Authority of Ontario Full time

**Background**

The Condominium Authority of Ontario is a not-for-profit designated administrative. We provide education, consumer protection, information and dispute resolution for condominium communities.

**What we offer**:
We are a dynamic organization working in a rapidly changing and exciting sector. We value innovation, a get-it-done mindset, collaboration, and creativity. We believe in giving our people a chance to learn, grow and shine. We are committed to the well-being and work-life balance of our team members and offer competitive compensation, health benefits, pension, paid time-off and a hybrid work environment. Our office is located in the Downtown Toronto

**Purpose of Position**

**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.
- Regularly reviews and consistently adheres to current messaging, scripts, templates, and other reference materials when responding to clients; recommends and/or proposes updates or enhancements to reference materials.
- 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 the Information and Tribunal Analysts and/ or the Manager, Information Services 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.
- Experience with direct client interaction in a service-oriented environment and/or contact center 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 standards of client service in a collegial environment; demonstrated strong interpersonal skills, tact and diplomacy.
- Flexibility and adaptability to meet the needs of a broad, diverse client base whose service, support and information needs vary substantially.
- Experience working in a fast-paced environment, maintaining composure under pressure, and handling multiple requests for information.
- Demonstrated excellent organizational and time management skills, including attention to detail and the ability to set priorities and meet deadlines.
- Ability to adapt quickly and effectively in a changing environment.
- Technologically savvy and proficient with online collaboration tools, specifically MS Office 365 (Word, Excel, PowerPoint, Outlook); experience with MS Dynamics 365 an asset.
- Ability to think critically, analyze information and problem-solve with mínimal direction.
- Ability to exercise sound judgment and discretion in dealing with confidential matters.
- Ability to create and manage accurate case files records through ele

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