Customer Service Representative; On Demand Bilingual

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.

For more information, visit

• 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

We anticipate bilingual (French & English) and unilingual opportunities in the following office locations:

• Hamilton – Unilingual
• Hamilton – Bilingual
• London – Unilingual
• London – Bilingual
• Ottawa – Unilingual
• Ottawa – Bilingual
• Toronto – Unilingual
• Toronto – Bilingual
• Waterloo – Unilingual
• Waterloo – Bilingual
• Kingston – Unilingual
• Kingston – Bilingual

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.

• 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.
• Identify and take immediate or appropriate action in accordance with 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.
• 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.
• Access 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.
• Perform other duties as assigned or required.
• Perform all duties while providing an empathetic and accurate customer experience.

• 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.

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…