Bilingual Representative, Contact Centre, Client Service Centre (Remote, Toronto)

To receive a copy of this posting in French, email [email protected]. Please include the “job title” - French version in the subject line.

Pour recevoir une copie de cette annonce en français, écrivez à [email protected]. Veuillez indiquer “job title” - French version dans la ligne de sujet.

At Law Society of Ontario we believe in the importance of a collaborative and supportive work environment that provides high quality and professional service to the public, lawyers and paralegals, and other stakeholders. 

We Are Always On The Lookout For Exceptional Individuals Who Are Ready To Make a Meaningful Impact, Innovate And Grow With Us.  Our Offering

• We value each member of our team and invest in your professional learning and development.
• We provide access to the resources needed to support professional growth , mental health and well-being is a priority.
• Our competitive compensation package includes a defined contribution pension plan, health and dental benefits plan and a robust Employee and Family Assistance Plan (EFAP).
• Our progressive employment policies, high levels of employee engagement and the impressive architecture and beautiful grounds of the historic Osgoode Hall, there are many reasons to work at the Law Society.  
  
  

We hope you will consider joining the Law Society! 

Job Purpose

The Bilingual Representative, Contact Centre, is responsible for providing timely, accurate, quality client service to lawyers/paralegal licensees and the general public, as well as to internal departments and external stakeholders. This individual is expected to act as a cross-trained client service resource for the Law Society’s Licensee Inquiry, Reception, and Complaints Reception lines.

Qualifications Required

• A college diploma (for example, Law Clerk), university degree, or equivalent.
• 2 years client service experience in a high volume call centre environment, ideally in a regulatory and/or professional membership 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 perspective.
• Knowledge of the Law Society, including organizational structure, services, mandate, by‑laws, rules, and regulations.
• Knowledge of other legal resources and agencies (Legal Aid, LawPro) and their relation to the Law Society and the Call Centre function.
• Superior command of French grammar with the ability to write and speak clearly and effectively in French.
• Clear, concise, and articulate communication skills in order to assist callers in articulating needs, and to explain detailed information / procedures in an audience appropriate format in both official languages.
• Proficiency in business software ‑ word processing, spreadsheets, databases, e‑mail and the Internet.
  
  

Key Accountabilities

Client Service Delivery

• Licensee Inquiry - Provides information to licensees regarding a full range of practice and professional topics and responds to service and process inquiries (status changes, address changes, payment options, suspensions, and reinstatements) in an accurate and timely manner. Initiates service requests on behalf of licensees and others, forwards callers to other Law Society department staff or outside resources as appropriate, accesses various databases and other resources within the Contact Centre, CSC and elsewhere in order to provide comprehensive, accurate and up-to-date information to clients.
• Complaints - Provides information regarding processes and procedures related to the Complaints function to complainants contacting the Law Society via telephone (lawyers, licensed paralegals, members of the public, etc.). Also assists individuals by explaining the complaints process, determining which Professional Regulation staff have carriage of a complainant’s file and routing calls appropriately, and providing information about other resources where appropriate (both internal and external).
• Reception - Acts as a first point of contact and general information resource to a full range of callers contacting the Law Society. Provides information and assistance regarding the various functions and activities of the Law Society, and forwards callers to the appropriate area.
  
  

Performance Goals, Targets and Standards

• Contributes to the development of, and strives to meet or exceed, individual service targets related to accuracy/timeliness/quality of service delivery. Engages in continuous performance improvement (work processes, procedures, and service opportunities) to optimize both individual and team performance.
  
  

Team Membership

• Is a proactive, cross-trained member of the Contact Centre team, working closely with other CSRs to exchange information, provide assistance and contribute knowledge in order to ensure accuracy, timeliness, and quality of client service delivery.
• Demonstrates flexibility and commitment to the team in order to maximize resources and support co-workers during peak periods.
  
  

WORKING ARRANGEMENT

The Law Society has introduced a Distributed Workforce Model to leverage flexibility and agility, and to maximize employee productivity and engagement. Work arrangements will be determined by role and departmental requirements. The working arrangement for this position has been classified as primarily remote, with a requirement to attend the office on an occasional basis. The specific application of this will be communicated to applicants contacted during the recruitment process.

OUR COMMITMENT

The Law Society of Ontario is an equal opportunity employer that is committed to diversity and inclusion. We welcome applications from persons representing the diversity of our community. We are committed to creating an accessible, barrier-free and inclusive workplace and are committed to continuing compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Please make any requirement you may have for accommodation during the recruitment process known when contacted.

If you are unable to apply to this position due to the requirement for an accommodation of any kind, please email us at [email protected] or call 416-947-3475. We appreciate all interest and will directly contact candidates under consideration.

The Law Society of Ontario does not use Artificial Intelligence (AI) tools to screen, assess, or select applicants during the hiring process at present.