Qualifications, Skills & Experience:

• Post-secondary diploma or degree, and/or at least one year of relevant experience, or an equivalent combination of education and experience
• Previous experience with a contact centre or within a regulatory body, academic or credential assessment setting
• Interpersonal skills with an ability to work independently and collaboratively with a team
• Clear verbal and written communication skills
• Ability to empathetically manage difficult client interactions
• Ability to prioritize workload and demonstrate flexibility in response to shifting priorities
• Organizational skills
• Problem-solving, analytical, and research skills with attention to detail
• Demonstrated experience working in a fast-paced environment
• Proficiency in Microsoft Office and Working knowledge of CRM systems
• Proficiency in Five9 or similar contact centre software
• Knowledge of academic transcripts and professional documentatio

Applicant and Member Support

• Provide timely and accurate information in a professional and efficient manner to clients by phone and digital channels
• Assist applicants throughout the stages of the application process and eligibility for obtaining a teaching license in Ontario
• Handle confidential client information in compliance with established policies and protocols
• Provide information and clarification on guidelines, policies and legislation related to teacher certification requirements in Ontario
• Keep accurate summaries of client interactions
• Maintain knowledge on current and emerging regulatory requirements
• Achieve or exceed quality standards in the provision of services to clients

Research and Issue Resolution

• Use active listening skills and appropriate research to resolve applicant and member issues effectively and empathetically with a focus on quality and accuracy
• De-escalate challenging calls and enquiries with professionalism and empathy
• Escalate complex enquiries in accordance with Client Services’ escalation protocol
• Action assigned tasks effectively on a daily basis
• Build applicant and member agency by promoting self-serve options

Collaboration and Teamwork

• Contribute to team projects and initiatives aimed at improving customer service processes and overall customer experience
• Contribute to continuous process improvement
• Adhere to assigned schedule in accordance with unit protocols
• Utilize time efficiently and effectively to complete assigned tasks within established timelines
• Proactively seek additional assignments as workload permits
• Participate in cross-training within Membership Services and successfully complete other training as assigned
• Perform other duties as assigned

Qualifications, Skills & Experience:

• Post-secondary diploma or degree, and/or at least one year of relevant experience, or an equivalent combination of education and experience
• Previous experience with a contact centre or within a regulatory body, academic or credential assessment setting
• Interpersonal skills with an ability to work independently and collaboratively with a team
• Clear verbal and written communication skills
• Ability to empathetically manage difficult client interactions
• Ability to prioritize workload and demonstrate flexibility in response to shifting priorities
• Organizational skills
• Problem-solving, analytical, and research skills with attention to detail
• Demonstrated experience working in a fast-paced environment
• Proficiency in Microsoft Office and Working knowledge of CRM systems
• Proficiency in Five9 or similar contact centre software
• Knowledge of academic transcripts and professional documentation

Working Conditions/Other Considerations:

• This role follows a Monday to Friday schedule
• Hybrid work environment

To apply, please submit your cover letter and resume through our application portal no later than July 18, 2025.
The Ontario College of Teachers offers competitive salaries, pension, comprehensive benefits and a modern, progressive work environment. This position operates with a mix of remote and in-office workdays.
Ontario College of Teachers is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environment. We will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please advise the Human Resources Department to ensure your accessibility needs are accommodated throughout this process. Information received relating to accommodation measures will be addressed confidentially.