Customer Service Representative

Description:

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. 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, user support services, compliance, prevention and WSIB policies.

On a Practical Level, You Would
 

• Answer and direct queue driven 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.
• 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;
• 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. Information gathering may involve outbound phone calls.
• 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.
• 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