Customer Service Representative

Make A Difference By Joining Our Customer Service Centre

CPA Ontario is not like other organizations

We operate at a rare intersection, both regulator and membership body, responsible for upholding the integrity of the CPA designation while supporting more than 105,000 members and 19,000 students across the province. Our work sits between business and the public interest, between the evolving demands of industry and the standards that make trust possible.

Careers built here tend to look different because the work itself is different. You are not simply contributing to an organization. You are helping shape a profession that touches nearly every sector of the economy at a moment when expectations, technology, and the nature of work are all being rewritten.

About This Opportunity:

CPA Ontario is currently in search of a Customer Service Representative for our inbound, non-sales call centre environment. This position involves being part of a team that is dedicated to fostering a positive customer experience, providing our members and students with solutions that meet their specific needs.

What You’ll Be Doing:

• Providing exceptional customer service to members and students by phone, email and online chat interactions.
• Delivering accurate and up-to-date information on all CPA Ontario programs, services, fees and status.
• Capturing and recording all communication and relevant information and ensuring accurate and timely tracking and reporting of data.
• Providing key marketing messages to support student and member program strategies as well as meeting departmental metrics and contributing to overall team results.

To Be Successful You Need:

• A post-secondary graduate with a degree or diploma in Business or a related discipline.
• Experience in a customer service environment and skilled at providing service by telephone and in writing electronically either in a call centre, service operations or other professional setting. Prior experience in a contact centre handling inbound calls is strongly preferred.
• Exceptional at providing superior customer service and able to handle calls and respond to emails in a high-volume environment. Prior experience in an admissions, registration and / or membership dues capacity at a post-secondary educational institution, regulatory body or professional associate is an asset.
• Strong listening with excellent written and communication skills and able to diffuse customers on the phone, troubleshot issues and translate solutions into simple step-by step instructions.
• Proficiency with MS Office applications, email and web browsers. Prior experience with CRM tools such as Salesforce is an asset.
• Ability to work flexible hours between 8:00am and 6:00pm, Monday to Friday.

Salary Range

• The starting annual salary range for this position is between $42,400 - $53,000 per annum, based on your qualifications, experience, and internal parity. Exceptions may be considered with further review.

Why Join CPA Ontario?

• We support your well-being through industry-leading benefits, mental health resources, savings programs, and a sustainable approach to how work gets done.
• We are committed to inclusion as a core part of how we operate, not as an afterthought.
• We have a hybrid working environment, with three days a week on-site, complemented by 2 days of work-from-home time. We are intentional about that: the work we do benefits from being together. We want those days you work from home to be comfortable and offer a one-time bonus towards a home office when you start.
• We invest in your growth through learning and professional development opportunities, stretch projects, secondments, and genuine paths for career progression.
• We move quickly. The pace reflects the profession we serve; it can be demanding, but the work matters, and the team around you is invested in the same outcomes you have.

We appreciate your interest in CPA Ontario and this position

At CPA Ontario, we are committed to building high-performance teams. Our selection process is thorough, fair and run by humans. All suitable applications are reviewed by someone on our Recruitment team, and if your qualifications and experience meet the requirements of this role, we’ll be in touch. We encourage you to set up CPA Ontario job alerts for positions that align to your experience and career goals.