Law Society of Ontario

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

    Job Location CA-ON-Toronto
    Job ID
    2018-1566
    # Positions
    1
    Job Type
    Full Time
    Years of Experience
    2
    Term
    Permanent
  • OVERVIEW

    JOB PURPOSE

     

    The Client Service 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, 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 data, 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, as appropriate.
    • Accesses a number of databases and other resources within the Call Centre and CSC 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, the public, etc.).
    • Assists complainants to access the complaints function by explaining processes, placing “Service Requests” in order to forward appropriate documentation, and referring complainants to appropriate internal and external resources.
    • Determines where possible, refers callers to appropriate resources external to the Law Society.

     

    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 and 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 in 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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