Client Service Specialist

 

Description:

Key accountabilities

Assisting callers in a contact centre environment and by providing assistance in priority sequence

  • Determine applicant’s legal eligibility for legal aid service, following advanced guidelines set out in LAO’s policy and procedures
  • Actively solicit and analyze applicant’s financial eligibility for legal aid service, based on understanding of the applicant’s financial details and LAO’s policies and procedures
  • Making a decision whether or not to issue a legal aid certificate, based the applicant’s legal and financial assessment, and LAO eligibility policies
  • Explaining where, when and how to access non-certificate services available to applicants, including, local legal service centres, legal clinics, duty counsel, and the lawyer referral service
  • Clarifying status of specific legal aid files, in response to telephone inquiries from clients
  • Entering and maintaining client files and details in customer relationship management (CRM) software, spreadsheets, databases, and other tools
  • Responding to queries and complaints in a professional, courteous manner and providing referrals to appropriately address requests for further information
  • Documenting client issues and escalating to other LAO departments as appropriate
  • Identifying areas of improvement and voicing ideas to help build a strong foundation for a client service delivery structure grounded in best practices
  • Working with exposure to emotionally charged situations, e.g., providing information to agitated clients
  • Performing back office file review, decision making and processing duties for certificates and/or contribution agreements
  • Other related duties as required

Required skills & experience

  • Excellent customer service skills with the proven ability to empathetically manage difficult client relationships while effectively resolving outstanding issues or problems
  • Ability to efficiently elicit and process the necessary information from a diverse clientele, reasoning out and making sound judgements around eligibility
  • Excellent verbal and written communication skills with a demonstrated aptitude for interviewing
  • Organizational skills with excellent attention to detail and the ability to multitask
  • Knowledge of the larger social justice network in which LAO operates
  • Proficiency with Microsoft Office Software
  • Experience in supporting clients in an online chat environment is considered an asset
  • Demonstrated Proficiency in oral and written French (as well as English), selected candidates will be tested)


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

Organization Legal Aid Ontario
Industry Customer Service / Tele Marketing / Tele Sales Jobs
Occupational Category Client Service Specialist
Job Location Toronto,Canada
Shift Type Morning
Job Type Full Time
Gender No Preference
Career Level Intermediate
Experience 2 Years
Posted at 2025-02-10 6:49 am
Expires on 2025-03-27