Customer Service Specialist

Job Title: Client Service Specialist (24 months)

Job Type: Contract

Contract Duration: 24 months

Job Location: Remote - Province Wide

Role Designation: Fully Remote - Employee works fully remote from an approval off site location

Open Positions: 10

Posting Date: November 25, 2024

Closing Date: December 25, 2024

Salary: $56,039.30 - $64,964.89/Year

Company Bi

oLegal 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 functi

onThis position is responsible for providing Tier 2 Client Lawyer Service Centre (CLSC) services to clients who choose to access Legal Aid Ontario (LAO) by telephone and online chat. This includes interviewing legal aid applicants over the phone to obtain the legal and financial information necessary to decide whether a legal aid certificate should be issued, or if alternative service is appropriat

e.
This is a 100% Work from Home positi

on.
Reporting to: Team Manager, Client and Lawyer Support Ce

ntre
Key accountabil

itiesAssisting callers in a contact centre environment and by providing assistance in priority seq

uence• Determine applicant’s legal eligibility for legal aid service, following advanced guidelines set out in LAO’s policy and proce

dures• 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 proce

dures• Making a decision whether or not to issue a legal aid certificate, based the applicant’s legal and financial assessment, and LAO eligibility pol

icies• 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 se

rvice• Clarifying status of specific legal aid files, in response to telephone inquiries from cl

ients• 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 inform

ation• Documenting client issues and escalating to other LAO departments as approp

riate• Identifying areas of improvement and voicing ideas to help build a strong foundation for a client service delivery structure grounded in best prac

tices• Working with exposure to emotionally charged situations, e.g., providing information to agitated cl

ients• Performing back office file review, decision making and processing duties for certificates and/or contribution agree

ments• Other related duties as req

uired
Required skills & expe

rience• Excellent customer service skills with the proven ability to empathetically manage difficult client relationships while effectively resolving outstanding issues or pr

oblems• Ability to efficiently elicit and process the necessary information from a diverse clientele, reasoning out and making sound judgements around eligi

bility• Excellent verbal and written communication skills with a demonstrated aptitude for interv

iewing• Organizational skills with excellent attention to detail and the ability to mul

titask• Knowledge of the larger social justice network in which LAO op

erates• Proficiency with Microsoft Office So

ftware• 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 t

ested)
Organizational Competencies E

xpected• Clien

t Focus• Adaptability and Flex

ibility• Personal Motivation and Account

ability• Focus on Quality and Best P

ractice• Problem Solving and J

udgment• Organizational Aw

areness• Teamwork and Collab

oration
To apply submit a cover letter &

résumé.
Additional Requ

irements:A dedicated computer system with all required software will be provided to successful candidates throughout their employment, including an Ethernet cable that will need to be connected to an employee provided high-speed home internet co

nnection.
Sufficient actual bandwidth must be available during business hours in addition to any personal use in the home. Minimum employee home internet requirement

s include:
Int

ernet Type:- Supported: Cable, DS

L and Fibre- Not Supported: LTE, Satellite

or Wireless- Recommended Minimum Internet Package Posted Speeds: Download: 75 Mbps/Uplo

ad: 20 Mbps- Actual required speeds during business hours: Download: 25 Mbps/Uplo

ad: 10 Mbps
The candidate’s existing internet provider and package will be validated during the pre-screening process, based on the physical address provided for the candidate’s remote work location. In some cases, employee internet speeds may need to be increased in order to meet business needs. Only those candidates selected for an interview will

be notified.
Currently, the virtual live mandatory training is scheduled between (full participation

is required):- Monday, March 03, 2025 - Tuesday, M

arch 25, 2025- Monday, May 26, 2025 - Tuesday,

June 24, 2025
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 dedu

cted bi-weekly.
Note: If a permanent employee, currently represented by OPSEU, is the successful candidate for this opportunity, they will return to their home position at the conclusion of this assignment, if the position con

tinues to exist.
Please note that all applicants are encouraged to provide a valid email address for communication purposes. Applicants may receive written correspondence regarding this job posting directly to the email address provided on their resume or to the one used to set up their Candidate Profile if applying on Njoyn. As an applicant, it is your responsibility to ensure that you check your

email regularly.
First time applying to LAO? You will need to create a profile AND then apply

for the position.Already have an Njoyn account? Just sign in and select "

my jobs" to apply.Once you have successfully applied you will receive a c

onfirmation email.
Trouble applying? For telephone support please call 1-877-427-7717 or email: candidate