Customer Service Representative

EMPLOYER: Workplace Safety and Insurance Board (WSIB)

JOB DESCRIPTION:

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.

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, along with a comprehensive benefit package and defined benefit pension plan.

The Customer Service Representative is responsible for receiving and responding to inquires 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.

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.

On a Practical Level, You Would

• Answer and direct queue driven inquiries from workplace parties, internal business partners or others.
• Identifying and taking immediate/appropriate action in accordance to internal resources when dealing with callers in crisis.
• 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.
• Accessing various WSIB computer systems and resources to provide specific information on a claim.
• Performing a range of clerical duties including but not limited to, reception and mailroom coverage.
• Performing other duties as assigned or required.
• Perform all duties while providing an empathetic and accurate customer experience

Your Qualifications

• High school completion plus additional specialized courses or certificate program of up to one year or equivalent skills level.
• 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.

The WSIB is committed to being accessible and inclusive, and following barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).

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.