Client Services Clerk

4 months ago

Ottawa, Canada Know History Full time

Know History is an Ottawa-based firm that provides historical research services. Since our inception in 2011, we have completed over 350 projects for museums, Indigenous organizations, non-profits, government bodies, and communities across Canada. Whether we’re producing historical documentaries or conducting research for litigation support, we work with our clients to uncover the past and tell stories that matter.
We currently have a full-time opening for an experienced and compassionate Client Services Clerk
As a Client Service Clerk, your day-to-day tasks would involve working one-on-one with clients to provide information and updates, refer them to services and resources, and ensure their requests are resolved in a timely manner. You’ll execute all administrative tasks of client files to the highest quality standards when documenting details, inquiries, and actions required while maintaining the confidentiality of client information.

**Primary Responsibilities**:

- Connecting with clients/community members on a one-on-one basis to address questions, requests, and concerns.
- Updating and completing tickets according to guidelines and service level standards.
- Assigning and escalating inquiries to ensure they are responded to within the allotted time.
- Data entry and updating personal information following guidelines and standards.
- Process incoming mail, including returned mail.
- General office duties, including scanning, copying, and document disposal.

**Preferred Skills and Experience**:

- 1-2 years of demonstrated experience working in a customer service or social services role.
- Strong communication skills, including strong writing and active listening skills; must be comfortable speaking on the phone.
- Knowledge and sensitivity to Indigenous history, culture, and issues are essential.
- Interpersonal skills to interact with clients and collaborate in a team-driven environment.
- Able to solve problems or escalate issues accordingly; isn’t afraid to seek out solutions or improvements but knows when to reach out for help.
- Excellent attention to detail is essential to maintain databases, follow workflows, assess priorities, and meet deadlines.
- Experience with office software and working in a Windows environment.
- Completion of post-secondary education (college or university) in a relevant field or equivalent combination of education and experience.
- A degree or experience in History, Indigenous Studies, Canadian Studies, or a similar field is an asset.
- English is the working language, however, the ability to speak an Indigenous language or French is a asset.

**Position Details**:

- Salary and benefits: Starting at $24/hr, with paid vacation, paid sick leave, health and dental benefits, flexible hours, and professional development opportunities
- Full-time, regular hours (i.e. 8:00-4:30, Monday to Friday)
- Located in central Ottawa
- Working in-office full-time is required
- 1-year contract with options to extend
- Equipment provided (e.g. laptop, dual monitors, peripherals)

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