The Law Society of Upper Canada

Client Service Representative, Call Centre, Client Service Centre - Corporate Services

CA-ON-Toronto
Job ID
2017-1478
# Positions
1
Job Type
Full Time
Years of Experience
2
Term
Permanent

OVERVIEW

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

KEY ACCOUNTABILITIES

Client Service Delivery

 

  • Resource Centre – 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.

COMPETENCIES

Service Orientation

 

The requirement to maintain a high standard of commitment, ethics, respect, care in service delivery to clients (internal and/or external).

 

Communication and Interpersonal Skills

 

The requirement to structure and deliver effective verbal and written communication with clients, staff, licensees, the public, and others in a non-threatening and constructive way.

 

Team Orientation

 

The requirement to share responsibility for the achievement of team goals and the associated behaviours required for individuals to contribute effectively in a team environment.

 

Continuous Improvement

 

The requirement to demonstrate an attitude that consistently strives to improve a standard of excellence for one’s self and for the benefit of the organization, its licensees and stakeholders.

 

Problem Solving and Judgement

 

The requirement to identify and analyze problems, determine root causes, evaluate alternative solutions and take and/or recommend appropriate solutions.

 

Technical Competence / Professional Knowledge

 

The requirement to apply knowledge and skills to carry out the work and/or provide advice. This also includes the quality of advice given, as well as the requirement to make decisions in the best interests of the organization as a whole.

 

 

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