Bilingual Client Service Representative, Call Centre, Client Service Centre

Found in: beBee S CA - 2 weeks ago

Toronto, Canada Law Society of Ontario Full time

To receive a copy of this posting in French, email hr@lso.ca. Please include the "job title" - French version in the subject line.

Pour recevoir une copie de cette annonce en français, écrivez à hr@lso.ca. Veuillez indiquer "job title" - French version dans la ligne de sujet.

JOB PURPOSE

The Bilingual Client Service Representative, Call Centre, is responsible for providing timely, accurate, quality client service to lawyers/paralegal licensees and the general public, as well as to internal departments and external stakeholders. This individual is expected to act as a cross-trained client service resource for the Law Society's Licensee Inquiry, Reception, and Complaints Reception lines.

QUALIFICATIONS REQUIRED

  • A college diploma (for example, Law Clerk), university degree, or equivalent.
  • 2 years client service experience in a high volume call centre environment, ideally in a regulatory and/or professional membership environment.
  • This position is a designated bilingual position therefore the successful candidate must have the ability to write and speak clearly and effectively in French and English.

  • Demonstrated experience and solid understanding of superior client service, particularly related to a regulatory and/or professional services perspective.

  • Knowledge of the Law Society, including organizational structure, services, mandate, by‑laws, rules, and regulations.

  • Knowledge of other legal resources and agencies (Legal Aid, LawPro) and their relation to the Law Society and the Call Centre function.

  • Superior command of French grammar with the ability to write and speak clearly and effectively in French.

  • Clear, concise, and articulate communication skills in order to assist callers in articulating needs, and to explain detailed information / procedures in an audience appropriate format in both official languages.

  • Proficiency in business software ‑ word processing, spreadsheets, databases, e‑mail and the Internet.

Client Service Delivery

  • Licensee Inquiry - Provides information to licensees regarding a full range of practice and professional topics and responds to service and process inquiries (status changes, address changes, payment options, suspensions, and reinstatements) in an accurate and timely manner. Initiates service requests on behalf of licensees and others, forwards callers to other Law Society department staff or outside resources as appropriate, accesses various databases and other resources within the Call Centre, CSC and elsewhere in order to provide comprehensive, accurate and up-to-date information to clients.

  • Complaints - Provides information regarding processes and procedures related to the Complaints function to complainants contacting the Law Society via telephone (lawyers, licensed paralegals, members of the public, etc.). Also assists individuals by explaining the complaints process, determining which Professional Regulation staff have carriage of a complainant's file and routing calls appropriately, and providing information about other resources where appropriate (both internal and external).

  • Reception - Acts as a first point of contact and general information resource to a full range of callers contacting the Law Society. Provides information and assistance regarding the various functions and activities of the Law Society, and forwards callers to the appropriate area.

Performance Goals, Targets and Standards

  • Contributes to the development of, and strives to meet or exceed, individual service targets related to accuracy/timeliness/quality of service delivery.
  • Engages in continuous performance improvement (work processes, procedures, and service opportunities) to optimize both individual and team performance.

Team Membership

  • Is a proactive, cross-trained member of the Call Centre team, working closely with other CSRs to exchange information, provide assistance and contribute knowledge in order to ensure accuracy, timeliness, and quality of client service delivery.
  • Demonstrates flexibility and commitment to the team in order to maximize resources and support co‑workers during peak periods.

The Law Society has introduced a Distributed Workforce Model to leverage flexibility and agility, and to maximize employee productivity and engagement. Work arrangements will be determined by role and departmental requirements. The working arrangement for this position has been classified as primarily remote, with a requirement to attend the office on an occasional basis. The specific application of this will be communicated to applicants contacted during the recruitment process.

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