Client Service Representative - Ontario, Canada - Legal Aid Ontario

Legal Aid Ontario

Verified Company

Ontario, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Company Bio
Legal 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.

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
Adaptability and Flexibility
Personal Motivation and Accountability
Focus on Quality and Best Practice
Problem Solving and Judgment
Organizational Awareness
Teamwork and Collaboration

Additional Requirements:
Sufficient actual bandwidth must be available during business hours in addition to any personal use in the home.

Minimum employee home internet requirements include:

Internet Type:

Supported: Cable, DSL and Fibre
Not Supported: LTE, Satellite or Wireless
Recommended Minimum Internet Package Posted Speeds: Download: 75 Mbps/Upload: 20 Mbps
Actual required speeds during business hours:Download: 25 Mbps/Upload: 10 Mbps

Currently, the virtual live mandatory training is scheduled between (full participation is required):

Monday May 6 to Wednesday May 29, 2024

This position may also require occasional travel to LAO offices upon request.

This position is collectively represented by the Ontario Public Service Employees Union (OPSEU) Local 525 and, therefore, union dues will be deducted bi-weekly.

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Equity Statement

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 g