Junior Information Officer

About Us

The Condominium Authority of Ontario (CAO) is a dynamic, digital organization that supports the province's rapidly evolving condominium sector with information, education and dispute resolution services.

We value innovation, collaboration, creativity, a get-it-done mindset and embracing modern, agile/scrum IT development methodologies and client-focused solutions. Our staff have told us that CAO s culture embraces diversity and provides a collaborative environment where they can learn, grow and thrive. We are committed to staff well-being and work-life balance, and offer competitive compensation, health benefits, pension matching and a hybrid work environment. Our office is in the heart of Toronto s bustling financial district.

The CAO is a delegated administrative authority that supports condo living and enhances consumer protection by providing services and resources that reach all condo communities across Ontario. We are accountable to the government through an Administrative Agreement with the Minister of Public and Business Service Delivery and Procurement. The seven-member board of directors provides strategic guidance and oversight of the organization.

We are an organization driven by our vision, mission and values:

• Our Vision: Strong and vibrant condominium communities in Ontario.
• Our Mission: Engage and empower Ontario s condominium communities with information, education, and dispute resolution
• Corporate Values: Innovation, trust, teamwork, value for money, integrity, fairness
• Team Values: Respect, trust, diversity, collaboration, leadership

We value flexibility and have adopted a hybrid work model whereby employees use a combination of working remotely 2 days a week and in the office for 3 days.

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.

We have a requirement of two full-time permanent roles with one requirement as Bilingual (English & French).

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.
• Consistently adheres to current messaging, scripts, templates, and other reference materials when responding to clients.
• 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 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 is preferred.
• At least 6-months 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 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 required for one of the FTE.

Disclaimer

We thank everyone for their interest in joining our dynamic team, but due to the volume of applications 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. You can email [email protected] for any request.