Customer Service Representative (HYBRID)

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Take a look: A day in the life of a Bilingual Customer Service Representative

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, visitwsib.ca

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 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

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About the job

Job Summary:
Promote the values, principles and professional public profile of the WSIB by receiving and responding to general telephone enquiries related to claims, health care benefits, return to work/work transition services, prevention, access, appeals, e-services, compliance and general revenue or WSIB policies. Route calls to appropriate area and/or staff. Place outbound calls when necessary and appropriate.

Major Responsibilities:
• Answer an Automatic Call Distributor telephone system, providing information and assistance to workers, employers, representatives and internal business partners or others in response to telephone enquiries
• Incumbent may perform a range of clerical duties during non-peak periods while still available to answer telephone
• Provide occasional backup for receptionist counselor, records and mailroom to cover breaks and lunch periods.
• Perform other related duties as assigned or required.

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What you bring to the team

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: httpss://www.wsib.ca/en/careers

Disclosing conflicts of interest

As 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 talentacquisitioncentre@wsib.on.ca.

Privacy information

We 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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Don't meet every qualification?

If you are excited about this position and meet most, but not all, of the listed qualifications, please still consider applying. We recognize that no one person might have every qualification in this job ad, and you just might be the right candidate!

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How we support diversity, inclusion and accessibility

We 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.

We value and celebrate diversity and are committed to creating inclusive experiences for both our employees and prospective employees. We invite all interested individuals to apply. If you require accommodations in order to apply to this position please contact talentacquisitioncentre@wsib.on.ca. If you are invited to participate in the interview or assessment process, you can advise our Recruiter of your accommodation needs at that time.

Please visit our EDI Vision to learn more about what actions WSIB are taking to advance our commitment to equity, diversity and inclusion and to support all employees participating and contributing to their full potential

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Additional information:

Note:

• This posting is for an organization that is not a part of the Ontario Public Service. The information and tips on the Ontario Public Service Careers website may not apply to this posting. Please use the contact information below to contact the organization directly if you have questions.

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Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:
Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section " Langue du ou des postes " en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.

All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.

Information collection notice

We are collecting your personal information to assess how well you meet the qualifications for employment with the Ontario Public Service, and for related recruitment purposes. The collection of personal information is necessary to the proper administration of OPS Careers, which is an authorized common service in accordance with s. 6 of the Ministry of Government Services Act, R.S.O. 1990, c. M.25.

Please do not include any more personal information than is needed for your application (for example, do not include your photograph or social insurance number).

If you have any questions about how your information is collected, used, shared or saved, please contact us.