Laa-23-36 - Contact Centre Intake Officer

3 weeks ago

Edmonton, Canada Legal Aid Alberta Full time

Legal Aid Alberta is seeking to fill multiple Full-Time Temporary, Contact Centre Intake Officer positions in our downtown Edmonton office. This position will appeal to someone who exudes empathy, thrives on challenges, possesses an exceptionally strong commitment to delivering high quality results, and aspires to make a difference. You will play an important role in the justice system, helping safeguard the legal rights of Albertans and bringing them closer to the resolution of their legal challenges.
Who We Are
We are Legal Aid Alberta. We believe in an Alberta where everyone is able to understand and protect their legal rights. As a publicly funded, non-profit organization, we provide affordable legal services in family law, domestic violence, child welfare, immigration, and youth and adult criminal defense. We are Alberta-wide: Calgary, Edmonton, Fort McMurray, Grande Prairie, Lethbridge, Medicine Hat, Red Deer, Siksika Nation, and Wetaskiwin. We work together to serve Albertans, protecting their rights and ensuring a fair legal process.
Who You Are
Working at Legal Aid Alberta means you are committed to upholding the principles of access to justice. You can empathize with people and have excellent communication skills, especially in tough situations. You are resilient and are committed to self-care. You are proficient at data entry, multitasking and staying organized to ensure integrity of records. You are an active listener and able to follow service delivery guidelines to deliver high quality service to our clients. You work best in a fast-paced environment and you’re always up for a challenge. You enjoy learning new things, solving problems, and can adapt to change quickly.
What you need to know about the role
- This is a hybrid role; you will primarily be working remote from home with occasional days working out of our downtown office.
- We support Albertans facing legal issues who are often in distress. In addition to those calling from jail or a police station, we assist individuals in shelters, hospitals, treatment centers, young offenders’ centers, and mental health facilities.
- Individuals calling Legal Aid Alberta may be dealing with emotionally charged situations, including criminal offences, domestic violence, child abduction, child welfare apprehensions, and refugee claims. They may also be experiencing heightened emotional states, including fear, hopelessness, rage, self-harm, and conflict.
- We are committed to creating a work environment that promotes mental health and well-being.
- Call evaluations and metrics are utilized to help ensure a positive and uniform client experience, with team members receiving actionable feedback, coaching and support.

**Job Description**:
Reporting to the Manager, Client Intake Services, some of the key responsibilities include:

- Talking to clients on the phone to determine if they’re eligible for Legal Aid Alberta services.
- Referring clients to the appropriate legal team, based on established guidelines.
- Answering a high volume of calls professionally and efficiently in a call centre environment.
- Entering data and record keeping.
- Assisting clients with their repayment options.
- Developing your service skills through quality assurance feedback and contact centre monitoring.
- Contributing your ideas to further improve Legal Aid Alberta services.
- Ensuring the privacy of clients and dealing with sensitive data appropriately

**Qualifications**:
**Education and Experience**:

- To be successful in the role, you will have at least 2-3 years of work experience in jobs with a focus in customer service
- Working in an inbound call center environment will be considered as an asset
- You must have a high school diploma
- Post-secondary diploma will be an asset

**Knowledge and Skills**:

- Active listening, excellent communication skills and an ability to build rapport and convey empathy
- Ability to manage diverse and high-volume calls while completing data entry simultaneously.
- High levels of accuracy and attention to detail.
- Ability to remain calm and be effective during challenging situations.
- Ability to adapt in a changing workplace.
- Problem solving attitude

What We Offer
Perks for working with us
- Full Time Salary Starting at - $3,539.16/month
- Hybrid work culture
- Monday through Friday schedule between 8 a.m. and 5 p.m.
- Three weeks paid vacation and two bonus days
- 12 paid statutory holidays
- Extended time off around the December holiday period
- Health and dental benefits
- RRSP with 7% employer match
- Room to grow your career

How to Apply
**Requirements**:

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