Bilingual Customer Service Representative (Designated)
The Workplace Safety and Insurance Appeals Tribunal · CA
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About the Role
The Workplace Safety and Insurance Appeals Tribunal (WSIAT) is seeking a motivated professional to provide bilingual (English and French) information services and administrative assistance in the WSIAT’s Call Centre. As a first point of contact, you will assist the public and parties to appeals by answering communications, providing information about WSIAT and its processes, and performing administrative duties.
Responsibilities
- Answering and directing large volumes of communications via telephone, written correspondence and in person
- Providing first level response and general information about the WSIAT and its appeal process on the telephone, in written correspondence or in person.
- Searching for and providing case-specific information using a case tracking system
- Resolving questions/concerns
- Redirecting calls as appropriate and accurately documenting and tracking calls for efficient case management
- Checking/recording/updating information in a case tracking system
- Performing administrative duties including coordinating and managing meeting room bookings and performing backup coverage for colleagues as needed
- Providing professional, courteous and knowledgeable hearing ambassador duties and directing and assisting hearing participants
- Serving as a level 1 Navigator, providing support to self-represented parties to help them fill out forms, answer procedural questions and updating a navigator log to help inform adjudicators on the support provided to parties.
Requirements
- General knowledge of the Workplace Safety and Insurance Act, 1997, or the ability to acquire this knowledge.
- Knowledge of WSIAT processes and procedures to respond to and redirect telephone calls, or the ability to acquire this knowledge.
- Technically proficient, enabling effective work in a case management system and call centre technology.
- Experience with call centre technologies is an asset.
- Experience in the medical or legal field is an asset.
- Advanced communication skills in English and French languages, to respond to telephone calls, emails and in person interactions in both languages.
- Excellent interpersonal skills to explain WSIAT procedures and processes to clients, provide effective in-person services in a reception environment, respond to questions and convey information.
- Demonstrated tact, diplomacy and professionalism to deal with clients who may be difficult and aggressive and to maintain security.
- Demonstrated knowledge of confidentiality requirements when discussing and releasing information.
- Excellent organizational skills to meet the demands of a high-volume call centre.
- Ability to work under pressure to respond to and address a high volume of communications (calls, emails, and/or correspondence).
- Good analytical skills to determine the nature of customer inquiries and direct them to the appropriate party and/or provide the appropriate first level response in a timely manner.
Skills
- Call centre technologies
- Case management system
- Call centre technology
- English
- French
- Punjabi
- Portuguese
- Arabic
- Spanish
- Tamil
- Ojibway
- Farsi
Location
- Toronto, ON
Work Type
- Full-time
Salary/Compensations
- $29.53 - $34.75 per hour
About the Company
- The Workplace Safety and Insurance Appeals Tribunal (WSIAT) is a highly specialized adjudicative Tribunal that hears appeals of final decisions of the Workplace Safety and Insurance Board.
Equal Opportunity
- The Workplace Safety and Insurance Tribunal is an inclusive employer.
- Accommodation is available under the Ontario Human Rights Code.
- All Ontario Public Service external job advertisements are posted in English and French. To confirm the language requirements of a job, check the "language of position" information at the top of each job ad. For all positions, candidates will be assessed in English, the business language of the Ontario Public Service. For English/French designated bilingual positions, candidates will also be assessed through French-language proficiency testing.