Bilingual Junior Information Officer

Background

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

We value innovation collaboration creativity a get-it-done mindset and embrace modern agile/scrum IT development methodologies and client-focused solutions. Our staff have told us that CAOs 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 heart of Torontos 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 Ministry of Public and Business Service Delivery and Procurement. The seven-member board of directors provide 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.
• OurMission: Engage and empower Ontarios condominium communities with information education and dispute resolution
• CorporateValues: 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

Role Purpose

Reporting to the Manager Information Services the Bilingual Junior Information Officer is responsible for responding to phone and email inquiries from condo owners and the broader condo sector. The role involves providing information about the Condominium Act 1998 (the Act) and its associated regulations as well as assisting clients in accessing CAOs digital services and resources.

If this role sounds interesting please apply by October 15 2025 by 3 pm.

Key Responsibilities

• Respond efficiently and professionally to incoming telephone inquiries assisting condo communities and the public by providing information support and referrals within service standards.
• Draft clear and concise written responses to electronic inquiries received via email and website forms ensuring timely and accurate information delivery.
• Consistently adhere to established messaging scripts templates and reference materials when responding to clients.
• Analyze inquiries carefully and provide accurate helpful information ensuring client confidentiality and avoiding misinformation that could harm the CAOs credibility.
• Exercise sound judgment in determining when to escalate inquiries to ensure clients receive timely accurate support.
• Assist clients in creating CAO accounts and managing condo corporation profiles troubleshooting previous account activity reissuing invitation codes and maintaining database integrity.
• Support clients in accessing and navigating the CAOs online services including condo director training condo returns/notices of change systems and public registry. Provide technical assistance to users with limited computer experience.
• Diagnose technical issues explain available solutions and document unresolved issues for further investigation by the IT department.
• Follow protocols for logging updating and closing client inquiries in the CAOs Microsoft Dynamics 365 CRM system ensuring accurate records and timely follow-ups on outstanding activities.
• Alert management to emerging issues unique scenarios or upcoming events based on client interactions; stay informed of legislative changes that may affect condo communities.
• Actively participate in training sessions meetings and working groups contributing ideas to improve operational procedures and enhance customer service quality.
• Perform other related duties as assigned.

Qualifications Skills & 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.

Working Environment

• Hybrid

Disclaimer

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

Required Experience:

Senior IC