Bilingual Customer Service Representative (Designated)

Job description

Organization:

Workplace Safety and Insurance Appeals Tribunal

City:

Toronto, ON

Job Term:

1 Permanent

Compensation Group:

OPSEU

Job Code:

Office Administration 10

Salary Range:

$29.53 - $34.75 per hour

Hours of work:

Minimum of 36 ¼ hours / week

Language of Position(s):

Both English and French

Posting Status:

Open

The Workplace Safety and Insurance Appeals Tribunal (WSIAT) is a highly specialized adjudicative Tribunal that hears appeals of final decisions of the Workplace Safety and Insurance Board. We are looking for a motivated professional to provide bilingual (English and French) information services and administrative assistance in the WSIAT’s Call Centre.

What can I expect to do in this role?

As a first point of contact at the WSIAT, you will provide assistance (on the telephone, in written correspondence and in person) to the general public and parties to appeals by:

Answering and directing large volumes of communications via telephone, written correspondence and in person

Providing first level response and general information about the WSIAT and its appeal process on the telephone, in written correspondence or in person.

Searching for and providing case-specific information using a case tracking system

Resolving questions/concerns

Redirecting calls as appropriate and accurately documenting and tracking calls for efficient case management

Checking/recording/updating information in a case tracking system

Performing administrative duties including coordinating and managing meeting room bookings and performing backup coverage for colleagues as needed

Providing professional, courteous and knowledgeable hearing ambassador duties and directing and assisting hearing participants

Serving as a level 1 Navigator, providing support to self-represented parties to help them fill out forms, answer procedural questions and updating a navigator log to help inform adjudicators on the support provided to parties.

How do I qualify for this role?

Knowledge and Experience:

You have general knowledge of the Workplace Safety and Insurance Act, 1997, or the ability to acquire this knowledge.

You have knowledge of WSIAT processes and procedures to respond to and redirect telephone calls, or the ability to acquire this knowledge.

You are technically proficient, enabling you to work effectively in a case management system and call centre technology.

Experience with call centre technologies would be considered an asset.

Experience in the medical or legal field would be considered an asset

Communication and Interpersonal Skills:

You have advanced communication skills in English and French languages, in order to respond to telephone calls, emails and in person interactions in both languages. Fluency in other languages such as Punjabi, Portuguese, Arabic, Spanish, Tamil, Ojibway and Farsi are an asset

You have excellent interpersonal skills to explain the WSIAT procedures and processes to clients, provide effective in-person services in a reception environment, on behalf of the Tribunal, respond to questions and convey information

You have demonstrated tact, diplomacy and professionalism to deal with clients who may be difficult and aggressive and to maintain security

You have demonstrated knowledge of confidentiality requirements when discussing and releasing information

Organizational and Analytical Skills:

You have excellent organizational skills to meet the demands of a high-volume call centre

You have the ability to work under pressure in order to respond to and address a high volume of communications (calls, emails, and/or correspondence)

You have good analytical skills to determine the nature of customer inquiries and direct them to the appropriate party and/or provide the appropriate first level response in a timely manner

Additional Information:

Address:

505 University Avenue, Toronto

Posted on:

September 28, 2026

How to Apply:

For

INTERNAL

candidates, please follow these directions:

Please log onto your ADP account and select Myself>Talent>Career Centre to submit your resume and cover letter.

Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, please show how you demonstrated the requirements for this job.

If you require accommodation for a disability during any stage of the recruitment process, please notify us, confidentially,

recruitment@wsiat.ca

. Recruitment staff will contact you within 48 hours.

For

EXTERNAL

candidates, please follow these directions:

Please submit your resume and cover letter through our online

WSIAT Career Centre

Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, please show how you demonstrated the requirements for this job.

If you require accommodation for a disability during any stage of the recruitment process, please notify us, confidentially, at

recruitment@wsiat.ca

. Recruitment staff will contact you within 48 hours.

Background Check:

As a precondition of employment, the WSIAT requires that the final external candidate for this position, prior to commencing employment, is required to undergo both a criminal record and social media search. Other types of background checks may also be requested such as education verification and professional credential validation.

Remember:

The deadline to apply is October 13, 2026, 11:59 pm EDT. Late applications will not be accepted. We thank you for your interest. Only those selected for further screening, or an interview, will be contacted.

Your personal information is being collected and will be used to determine your qualifications for employment with the Workplace Safety and Insurance Appeals Tribunal (WSIAT). The WSIAT Career Centre is an authorized common service in accordance with s. 6 of the Ministry of Government Services Act, R.S.O. 1990, c. M.25 and this collection of personal information is necessary to the proper administration of OPS Careers.

Please do not provide more personal information than what is asked of you. For example, do not include your social insurance number, photograph, or banking information, etc. with your application. We strongly encourage you not to provide us with information beyond that which is requested in the job posting. If you have any questions about the collection, use, disclosure, or retention of your personal information, please contact us.

The Workplace Safety and Insurance Appeals Tribunal is an inclusive employer.

Accommodation is available under the Ontario Human Rights Code.

All Ontario Public Service external job advertisements are posted in English and French. To confirm the language requirements of a job, check the "language of position" information at the top of each job ad. For all positions, candidates will be assessed in English, the business language of the Ontario Public Service. For English/French designated bilingual positions, candidates will also be assessed through French-language proficiency testing.

Toutes les offres d'emploi externes de la fonction publique de l'Ontario sont affichées en anglais et en français. Pour connaître les exigences linguistiques, vérifiez les renseignements sur la « langue du poste » figurant dans le haut de chaque offre d'emploi. Pour tous les postes, l'évaluation des candidates et candidats se fera en anglais, la langue usuelle de la fonction publique de l'Ontario. En ce qui concerne les postes désignés bilingues, la maîtrise du français des candidates et candidats sera également évaluée.