Client Service Representative

Description:

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.

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

• Clarifying status of specific legal aid applications, in response to telephone inquiries from clients and lawyers

• 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), selected candidates will be tested)