Junior Information Officer

Background

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 embrace 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 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 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.
• 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

Role Purpose

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. The role involves providing information about the Condominium Act, 1998 (the "Act") and its associated regulations, as well as assisting clients in accessing CAO's 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 CAO's 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 CAO's 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 CAO's 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.
• Proficiency in (written and verbal) French is an asset

Working Environment

• Hybrid

Hiring Range

The starting rate/ salary for this position ranges from CAD 53,000.

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

Location

Toronto, Ontario (Hybrid)

Department

Information, Education & Compliance

Employment Type

Permanent (Full-Time)

Minimum Experience

Experienced