Customer Service Representative (HYBRID)-Bilingual

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

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 wsib.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 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: Employees 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

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.

Job Requirements

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.

Our commitment to equity, diversity and inclusion

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.

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.

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 use this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes.

To apply for this position, please submit your application by the closing date.