Job Summary:
The Customer Service Representative is responsible for receiving and responding to inquiries related to the claims, health care benefits, and other services offered by the 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.
Major Responsibilities:
1. 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.
2. Identifying and taking immediate/appropriate action in accordance to 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.
3. Provide written responses to inquiries received via online services and provide user support to our stakeholders using these online services.
4. Proactively collect information from workplace parties regarding their claim to assist our internal business partners for decision-making purposes.
5. Accessing 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.
6. Performing other duties as assigned or required.
7. Perform all duties while providing an empathetic and accurate customer experience
Job Requirements:
Education
8. High school completion plus additional specialized courses or certificate program of up to one year or equivalent skills level.
Experience
9. 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.
Please visit our EDI Vision to learn more about what actions WSIB are taking to advance our commitment to equity, diversity and inclusion and to support all employees participating and contributing to their full potential