Bilingual Representative, Contact Centre

Law Society of Ontario; Toronto; On-site; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Defined contribution pension

Health and dental benefits

EFAP

Professional learning and development

Job summary

Law Society of Ontario is seeking a Bilingual Representative in the Contact Centre to deliver timely, accurate client service to lawyers, paralegals, and the public. You will handle inquiries across Licensee Inquiry, Reception, and Complaints lines, acting as a trusted information resource.

The role requires a college diploma or university degree, two years of high-volume call centre experience, and fluency in French and English.

Qualifications

• A college diploma (for example, Law Clerk), university degree, or equivalent.
• 2 years client service experience in a high volume call centre environment.
• Fluent in French and English, both written and spoken.
• Superior client service with a regulatory or professional services perspective.

Responsibilities

• Licensee Inquiry - Provides information to licensees on a full range of topics and responds to service inquiries accurately and timely.
• Complaints - Explains the complaints process and routes calls to appropriate staff.
• Reception - Acts as a first point of contact and general information resource.
• Contributes to achieving service targets and continuous improvement in work processes.
• Works as a proactive, cross-trained team member to support peak periods.

Skills

Customer service

Bilingual: French & English

Communication

Microsoft Office

Education

College diploma (Law Clerk) or university degree

University degree or equivalent

Tools

Word processing

Spreadsheets

Databases

Email

Internet

Job description

Job Description

Overview

At Law Society of Ontario we believe in the importance of a collaborative and supportive work environmentthat provides high quality andprofessional 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 employeeengagement 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.

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.

The Law Society of Ontario values and respects diversity. We are committed to creating an accessible, barrier-free and inclusive workplace in 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 [e-mail] or call 416-947-3475.

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

This posting is for an existing vacancy.