Client Service Representative - Toronto, Canada - Legal Aid Ontario

Legal Aid Ontario

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Union:
OPSEU - PO

Job Number: J
Job Title: Client Service Representative (24 months)
Job Type: Contract

Contract Duration: 24 months

City, Province, Country: Toronto, Ontario, Canada
Job Location: Toronto
Job Category: Customer Service / Customer Associates
Job Classification: FPA3
Role Designation:

Fully Remote

Employee works fully remote from an approval off site location

Open Positions: - Posting Date: April 9, 202- Closing Date: May 10, 202- Salary: $49, $57,715.77/YearLegal Aid Ontario employees are committed to making a difference in the lives of our clients.

As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job.

It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.

If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.

Building a diverse workforce that represents the communities we serve while promoting a safe culture and work environment that dismantles systemic barriers, welcomes fresh perspectives and embraces differences as a priority is a core value at LAO.

LAO encourages applicants from equity-seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis, Black and racialized, as well as persons with disabilities, women and members of the 2SLGBTQ+ community.

We recognize the value of equity, diversity and inclusion and are committed to addressing systemic barriers, and prioritizing, attracting and retaining diverse staff.

All interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code.

Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to equity, diversity and inclusion. Accommodations are available throughout the recruitment process as well as during employment at LAO. Please direct any accommodation requests to our recruitment team.

Primary function:

The incumbent will use their excellent client service skills and knowledge of Legal Aid Ontario to meet client needs and expectations through the use of a telephone based Client and Lawyer Support Centre.

This is a 100% Work from Home position.

Reporting to:
Team Manager, Client and Lawyer Support Centre

Key accountabilities:

Assisting callers in a contact centre environment and providing information in priority

sequence- Accessing client information through the use of PeopleSoft and other computer systems

Providing Public Legal Information and where appropriate and moving the caller through LAO's continuum of services
Entering and maintaining case details in PeopleSoft, Excel Databases, or other software for future reference by other LAO staff
Communicating eligibility for Legal Aid services based on completion of a legal and financial assessment
Documenting client issues and escalating to other LAO departments or District Offices
Referring applicants that have been refused or that don't meet established assistance guidelines to seek other legal and/or government services, including the lawyer referral service, legal clinics, and duty counsel, where appropriate
Identifying areas of improvement and voicing ideas to help build a strong foundation for a client service delivery structure grounded in best practices
Responding to queries and complaints in a professional, courteous manner and providing referrals to appropriately address requests for further information
Working with exposure to emotionally charged situations, e.g., providing information to upset or agitated clients or employees
Other related duties as required

Required skills & experience:

Excellent verbal and written communication skills and sound judgement for supporting clients
Excellent customer service skills with the proven ability to empathetically manage difficult client relationships while effectively resolving outstanding issues or problems.
Knowledge of the larger social justice network in which LAO operates and provides client service
Organizational skills with excellent attention to detail and the ability to multitask
Knowledge of and experience with Aboriginal Peoples culture is considered an asset
Demonstrated competency with PeopleSoft software will be considered an asset
Demonstrated competency with Microsoft Office software
Demonstrated Proficiency in oral and written French (as well as English) is an asset

Organizational Competencies Expected- Client Focus