Careers

Junior Information Officer

Sep 27, 2024

Close Date: July 26, 2023 1:00 PM
Position Title: Junior Information Officer
Reports To: Manager, Information Services
Department: Information Services
Job Location: Toronto, Ontario

Background

The Condominium Authority of Ontario is a designated administrative authority responsible to the Minister of Public and Business Service Delivery. We provide education, consumer protection, information and dispute resolution for condominium communities.

What we offer:

We are a dynamic organization working in a rapidly changing and exciting sector. We value innovation, a get-it-done mindset, collaboration, and creativity. We believe in giving our people a chance to learn, grow and shine. We are committed to the well-being and work-life balance of our team members and offer competitive compensation, health benefits, pension, paid time-off and a hybrid work environment. Our office is located in Downtown Toronto.

Purpose of Position

Reporting to the Manager, Information Services, the Junior Information Officer is responsible for responding to phone and email inquiries from condo owners and the broader condo sector as well as providing them with information about the Condominium Act, 1998 (the “Act”) and the associated regulations and assisting them to access the CAO’s digital services and resource.

This is a full-time permanent role.

Key Responsibilities

Efficiently and effectively responds to incoming telephone calls, assisting condo communities and the public by providing information, assistance and/or referrals in a friendly, courteous, and professional manner within service standards.
Clearly and concisely drafts targeted written responses to electronic inquiries received by email and website forms within service standards.
Regularly reviews and consistently adheres to current messaging, scripts, templates, and other reference materials when responding to clients; recommends and/or proposes updates or enhancements to reference materials.
Carefully analyzes inquiries and provides appropriate helpful information to clients, protecting confidential or private information and data and avoiding the provision of misinformation that might adversely impact the credibility of the CAO.
Applies sound judgement to determine when to consult with or escalate to the Information and Tribunal Analysts and/ or the Manager, Information Services to ensure that clients receive accurate information and support in a timely manner.
Assists clients to create CAO accounts and to manage condo corporation profiles, including investigating/trouble-shooting any previous account activity, (re)issuing invitation codes and maintaining integrity of the CAO database.
Supports clients in accessing and navigating the CAO’s online services, including condo director training, condo returns/notices of change systems, and public registry. Provides technical assistance for users with limited experience with computers to help them navigate and access these online services.
Asks relevant questions of clients to try to determine the cause of technical issues; explains any available solutions to resolve the issue; documents details of unresolved issues for investigation/resolution by the IT department.
Follows protocols for logging, updating, and closing client inquiries in the CAO’s configuration of Microsoft Dynamics 365 Customer Relationship Management (CRM) system, including entering clear and accurate summary notes and monitoring/following up as required on outstanding activities.
Alerts management to any new relevant information (e.g. unique scenario, potential emerging issue, and upcoming event) resulting from client interactions; proactively maintains awareness of new issues and legislative changes that may affect condo communities.
Actively participates in training sessions, meetings and on working groups, providing input into proposed operational/procedural changes to improve the quality of the customer experience and achieve service excellence.
Other duties as requested.

Qualifications, Skills and Knowledge

Post-Secondary education in Legal, Paralegal, Public Policy or a related field.
Experience with direct client interaction in a service-oriented environment and/or contact centre experience with demonstrated ability to convey legal concepts or legislation in plain language an asset.
Excellent verbal and written communication skills.
A demonstrated ability to deal with difficult clients, de-escalate and diffuse challenging situations and successfully resolve customer issues in a diplomatic and professional manner.
Ability to maintain a positive attitude and work effectively both independently and within and across teams to promote high standards of client service in a collegial environment; demonstrated strong interpersonal skills, tact and diplomacy.
Flexibility and adaptability to meet the needs of a broad, diverse client base whose service, support and information needs vary substantially.
Experience working in a fast-paced environment, maintaining composure under pressure, and handling multiple requests for information.
Demonstrated excellent organizational and time management skills, including attention to detail and the ability to set priorities and meet deadlines.
Ability to adapt quickly and effectively in a changing environment.
Technologically savvy and proficient with online collaboration tools, specifically MS Office 365 (Word, Excel, PowerPoint, Outlook); experience with MS Dynamics 365 an asset.
Ability to think critically, analyze information and problem-solve with minimal direction.
Ability to exercise sound judgment and discretion in dealing with confidential matters.
Ability to create and manage accurate case files records through electronic systems.
Ability to maintain a positive attitude and remain composed under pressure.
Bilingualism in French is considered an asset.

Working conditions/ environment

Hybrid Environment
At CAO, the well-being of our employees is a priority, and we will follow the necessary protocols to maintain a safe working environment

CAO Culture and Values

We thank everyone for their interest in joining our dynamic team, but due to the high volume of applications received only those qualified will be contacted.

CAO is an equal opportunity employer, encouraging workplace diversity. All qualified individuals will be considered without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, marital status or any other characteristic protected by law.

CAO welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

About the CAO

Launched in September 2017, the Condominium Authority of Ontario (CAO) remains focused on our vision of harmonious condo communities across Ontario. We support owners through consumer protection, and we strive to reach all condo communities throughout the province with our digital service delivery model, that includes access to helpful information, education and dispute resolution.

CAO is committed to a culture of diversity, equity and inclusion, and is guided by the following Team Values:

Respect for one another’s ideas, diversity, backgrounds, experiences and expertise.
Trust to put forward ideas in a safe environment, that we can make mistakes, learn from them, and move on.
Diversity is one of our strengths, as we respect and celebrate our differences and work together to achieve a common goal.
Collaboration occurs when we put our heads together to come up with a better solution than working alone.
Leadership is a quality that we value across the team in every position, when we take initiative and are accountable.

Disclaimer

CAO welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Thank you for choosing CAO. Only those candidates who will be selected for further consideration will be contacted.