Client Service Representative, Call Centre, Client Service Centre

3 weeks ago

Toronto, Canada Law Society of Ontario Full time

JOB PURPOSE

The Client Service Representative 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 Resource Centre, 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.
  • 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.

  • 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 data, service, and process inquiries (status changes, address changes, payment options, suspensions, reinstatements) in an accurate and timely manner. Accesses a number of databases and other resources within the Call Centre and CSC 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 by telephone (lawyers, licensed paralegals, the public, etc.). Assists complainants to access the complaints function by explaining processes, and referring complainants to appropriate internal and external resources. Determines where possible, refers callers to appropriate resources external to the Law Society.

  • 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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