Bilingual Customer Service Representative (Designated)

Environment, Conservation and Parks | Environnement, Protection de la nature et Parcs; Toronto; On-site; CAD 41,000 - 48,000; Full time

Job summary

Workplace Safety and Insurance Appeals Tribunal (WSIAT) in Toronto seeks a dedicated Bilingual Customer Service Representative (Designated) to provide information services and administrative support in the call centre. The role requires fluency in English and French and a strong commitment to client service.

You will be the first point of contact for the public and parties to appeals, handling calls, emails and in-person inquiries, updating case information, and supporting hearing participants

Qualifications

• General knowledge of the Workplace Safety and Insurance Act, 1997 or ability to acquire.
• Knowledge of WSIAT processes and procedures to respond to and redirect telephone calls or ability to acquire.
• Technically proficient to work 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.

Responsibilities

• First point of contact at the WSIAT, providing assistance via telephone, written correspondence, and in person.
• Provide first level response and general information about the WSIAT and its appeal process.
• Search for and provide case-specific information using a case tracking system.
• Resolve questions/concerns and document calls for case management.
• Perform administrative duties including meeting room bookings and backup coverage for colleagues.
• Provide hearing ambassador duties and direct and assist hearing participants.
• Serve as Navigator to support self-represented parties with forms and procedural questions.

Skills

Bilingual English/French

Call center software

Customer support

Communication skills

Confidentiality

Tools

Case management system

Call centre technology

Job description

Apply By: Tuesday, October 13, 2026 11:59 pm EDT

Bilingual Customer Service Representative (Designated)

Workplace Safety and Insurance Appeals Tribunal

Division:

Workplace Safety and Insurance Appeals Tribunal

City:

Toronto

Position(s) language:

Job term:

1 Permanent

Job code:

10OAD - Office Administration 10

$29.53 - $34.75 Per hour*
*Indicates the salary listed as per the OPSEU Collective Agreement.

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.

About the job

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 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.

What you bring to the team

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

Don't meet every qualification?

If you are excited about this position and meet most, but not all, of the listed qualifications, please still consider applying. We recognize that no one person might have every qualification in this job ad, and you just might be the right candidate!

How we support diversity, inclusion and accessibility

We are building an inclusive workforce that reflects the communities we serve. We encourage everyone interested in working with us to apply, including people with disabilities, Indigenous, Black and racialized individuals, as well as people from all ethnicities, cultures, sexual orientations, gender identities and gender expressions.

Our hiring process is accessible, consistent with Ontario's Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are working to prevent and remove barriers in our hiring processes and can offer accommodation to address specific needs related to Code-protected grounds such as disability, family status and religion. For more information about accommodation during the hiring process please contact us.

Learn more about the work the OPS is doing to create an inclusive, anti-racist, accessible and diverse workplace:

• diversity, equity and inclusion initiatives
• accessibility
• Anti-Racism Policy

• 1 Bilingual English/French Permanent - Full Time, 505 University Ave, Toronto, Toronto Region
• This posting is for an organization that is not a part of the Ontario Public Service. The information and tips on the Ontario Public Service Careers website may not apply to this posting. Please use the contact information below to contact the organization directly if you have questions.
• 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.

Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.

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