2025 Summer Student Program - Customer Service Representative

EMPLOYER: Workplace Safety and Insurance Board

JOB DESCRIPTION:

Where potential meets purpose

The Workplace Safety and Insurance Board (WSIB) is here to help. It’s a place where you can apply your potential to fulfill our purpose of helping people who are injured or made ill because of their work, and help businesses make their workplaces safe and healthy. Our people are at the heart of what we do. Bring your enthusiasm and expertise to the WSIB, and we’ll help you achieve your personal and professional goals through meaningful work, development opportunities and a culture of compassion, integrity and teamwork.

Summer student recruitment

The WSIB is committed to providing opportunities for students to gain meaningful hands-on work experience and to offer insight into future employment opportunities and career options within the WSIB. When you join the WSIB, you start to put your academic experience into practice as you work on challenging assignments and take ownership of projects. We also offer training programs for each stage of career advancement. Our learning and development programs are focused on developing the core competencies that reflect our organizational values and define the skills, knowledge and behaviours we believe are critical to achieving personal and professional success.

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 invite all interested individuals to apply and encourage applications from racialized and Indigenous persons, persons with disabilities, and persons of any sexual orientation, gender identity and gender expression.

We are committed to making our recruitment process equitable and accessible. Should you require accommodation at any stage of our recruitment process, please let us know and we will work with you to meet your needs.

About the CSR role

The Customer Service Representative is responsible for receiving and responding to inquiries related to the claims, health care benefits, and other services offered by WSIB. These inquiries may come from both internal and external stakeholders via various telephone and online channels. The Customer Service Representative strives to provide our stakeholders with the best customer experience while supporting the values and principles of the WSIB.

As a Customer Service Representative, you will provide assistance and accurate information to the party making the inquiry. For situations where you are unable to provide first-contact resolution, you will direct the inquiry to the appropriate internal business partner. Inquiries to be addressed may include incident reporting, claim status, loss of earning benefits, health care benefits, return to work and recovery services, access and appeals, online user support services, compliance, prevention and WSIB policies.

On a practical level, you would

• Answer and direct inquiries from workplace parties, internal business partners or others. Analyze the needs of the caller, taking appropriate action to resolve the inquiry and produce first-contact resolution or collaborating with the caller to provide further solutions.
• Identifying and taking immediate/appropriate action in accordance with internal resources when dealing with callers in crisis, escalations, media calls, security files, privacy breaches and changes in government legislation that require special call handling.
• Provide written responses to inquiries received via online services and provide user support to our stakeholders using these online services.
• Proactively collect information from workplace parties regarding their claim to assist our internal business partners for decision-making purposes.
• Access various WSIB computer systems and resources to provide specific information on a claim, to notate actions taken during a call, to complete and generate various letters and WSIB forms, and to update profile information as required.
• Performing other duties as assigned or required.
• Perform all duties while providing an empathetic and accurate customer experience.

Professional Requirements and Qualifications

Applicants must be:

• Legally authorized to work in Canada.
• Currently enrolled as a full-time post-secondary student in a recognized institution in September 2025.
• Applicants may also apply to the position if they are within 6 months of their graduation date.
• Final year students will need to provide proof of enrollment for their last semester.
• Available to work for the entire duration of the summer (May 5, 2025 – August 29, 2025) with no planned absences.
• Previous customer service experience is preferred but not necessary.

All applications must include the following:

• Resume and cover letter in a single MS Word or PDF document
• Copy of your most recent GPA transcript
• Proof of enrollment for the September 2024 and/or 2025 school year
• Fourth year students will need to provide proof of enrollment for their last semester.

Summer Student Recruitment Timeline

Applications Open November 20, 2024 - January 10, 2025

Resume screening and Objective Competency Testing January - February, 2025

Interviews January - March, 2025

Offers February - March 2025

Start date/Orientation May 5, 2025

To apply for this position, please visit our website between November 20, 2024 and January 10, 2025 and apply to the “Summer Student – Customer Service Representative” posting on our Careers page.

As a precondition of employment, The WSIB requires all prospective candidates to undergo a criminal records name check prior to or at any time following hire.

We appreciate the interest of all candidates. Due to the volume of applications, we receive, we are only able to contact candidates who are selected to move forward in the recruitment process.

The WSIB is an equal opportunity employer and provides accommodation for job applicants in accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you are an individual with a disability and you need accommodation in order to apply for these positions, please contact talentacquisitioncentre@wsib.on.ca.

If you are invited to participate in the assessment process, please provide your accommodation needs at that time. Please be advised that you may be required to provide medical documentation to the WSIB’s Corporate Health Department so that appropriate accommodation can be provided to you throughout the recruitment process.

Employees of the WSIB have important ethical responsibilities, including the obligation to place the public interest above personal interests. Job applicants are therefore required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. These may include political activity, directorship or other outside employment and certain personal relationships (e.g., with existing employees of the WSIB, clients and/or stakeholders). Please contact the Talent Acquisition Centre if you have any questions about conflict-of-interest obligations and/or how to make a disclosure.

Privacy Statement

Personal information will be collected from your resume, application, cover letter and/or references under the authority of the Workplace Safety and Insurance Act, 1997 and will be used by the Talent Acquisition Centre and WSIB hiring parties to assess/validate your qualifications and/or determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes.

London

START DATE: 05/05/2025