Law Society of Ontario

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

CA-ON-Toronto
Job ID
2017-1521
# Positions
1
Job Type
Full Time
Years of Experience
2
Term
Permanent

OVERVIEW

JOB PURPOSE

 

The Client Services Representative is responsible for the providing timely, accurate, quality client service to lawyers/paralegals of the Law Society, the general public, as well as to client department and outside agency constituents. 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, rules and regulations, or willingness to learn.
  • 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, 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, 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

Communication (a non designated bilingual job)

 

  • Expresses thoughts clearly and concisely in both verbal and written communications.
  • Behaves in a manner which is discreet, confidential and sensitive to the personal and professional needs of others.
  • Resolves conflicts with others in a constructive and appropriate manner, remaining calm under difficult / stressful situations.

 Service Orientation

 

  • Acts appropriately, in a professional manner, exercising sound  judgement, while demonstrating awareness and sensitivity to societal values and diversity  when dealing with clients.
  • Takes responsibility for commitments made to clients.

 Team Orientation

 

  • A supportive and cooperative team member, who goes out of his / her way to make a positive contribution.
  • Willingly shares knowledge and expertise with other members of the team.

 Quality of Work

 

  • Demonstrates a high level of professionalism, knowledge and courtesy.

 Quantity of Work

 

  • Meets or exceeds departmental goals for timeliness, accuracy and other established criteria.

 Initiative and Resourcefulness

 

  • Makes suggestions for work flow and process improvements.

 Job Knowledge

 

  • Knows all the necessary elements of own job to a satisfactory level and has a solid working knowledge of relevant topics.

 

 

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed