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.
Client Service Delivery
Performance Goals, Targets and Standards
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.
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.
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.