Responsibilities

• The Client Service Representative is responsible for providing timely, accurate, quality client service to lawyers and licensed paralegals, the general public, as well as to client department and outside agency constituents
• Provides information to members regarding a full range of practice and professional data, service and process inquiries (status changes, address changes, PAP, Suspensions, reinstatements and Professional Development and Competence calls, among others) in an accurate and timely manner.
• Initiates "Service Requests" and "Database Change Requests" on behalf of lawyers, paralegals, and others, and forwards callers to other Call Centre, Membership Services, and/or department staff as appropriate
• Provides telephone information regarding processes and procedures related to the  Complaints function to lawyers, paralegals, the public, etc
• Assists callers to access the complaints function by explaining processes, placing "Service Requests" in order to forward appropriate forms, and referring complainants to appropriate internal and external resources. Where possible, determines appropriate resources external to the organization and refers calls
• Assists members of the public to access appropriate legal services via the referral service
• Determines database search parameters with the client (legal field, gender, language etc.), completes the search and provides the referral to the client
• Assists lawyers who may wish to subscribe to the service, change their profile, or have questions answered. Ensures that service is provided in a manner which is timely, as well as sensitive to the needs of the client.
• Acts as first point of contact and general information resource to a full range of callers contacting the organization. Provides information and assistance regarding the various functions and activities of the organization, and forwards callers to the appropriate area.
• Accesses databases (Resource Tool, member database) and other resources within the Call Centre and CSC in order to provide comprehensive, accurate and up-to-date information to clients
• Maintains expertise within all areas of accountability

 Qualifications

• A College Diploma, University Degree or equivalent is required
• Two years client/customer service experience in a high volume, call centre environment
• This position is a designated bilingual position therefore the successful candidate must have the ability to write and speak clearly and effectively in French and English
• Demonstrated experience and solid understanding of superior client service, particularly related to a regulatory and/or professional services prospective
• Knowledge of legal resources and community based organizations
• Proficiency in entering data onto a computerized database
• Clear, concise and articulate communications skills to effectively respond to members and customers inquiries and requests

• English [Advanced], French [Advanced]