Client Services Clerk

Know-History; Ottawa; On-site; CAD 30,000 - 39,000; Full time

Benefits offered by this job

Paid vacation

Paid sick leave

Health and dental benefits

Job summary

Know History in Ottawa, Ontario is seeking a Client Services Advocate for a one-year contract starting in early September. This full‑time, in‑office role pays $24 CAD per hour and offers paid vacation, sick leave, and benefits.

You will respond to client inquiries, open tickets, provide referrals and application support, and maintain accurate records with sensitivity to Indigenous history. The ideal candidate has 1–2 years in client service, strong communication skills, and comforts with data

Qualifications

• 1–2 years of client service or admin experience.
• Strong written and verbal communication; comfortable on the phone.
• Understanding of Indigenous history and culture; discreet and empathetic.

Responsibilities

• Respond to 30-50 client inquiries daily via calls and emails.
• Open and assign tickets; log interactions in the ticketing system.
• Provide information, referrals to services, and application support.
• Draft solutions and correspondence; perform data entry.
• Maintain accurate client records and office paperwork.
• Coordinate with researchers to support client services.
• Uphold respectful, culturally safe communication.

Skills

Customer service

Communication

Active listening

Indigenous awareness

Data entry

Windows OS

English fluency

Education

History or related field degree

Tools

Office software

Windows

Job description

Know History Full Time Ottawa, ON Starting at $24 CAD per hour

Know History is an Ottawa-based firm that provides historical research services. Since our inception in 2011, we have completed over 500 projects for museums, Indigenous organizations, non-profits, government bodies, and communities across Canada. Whether we’re producing historical documentaries or conducting genealogical research for citizen registry support, we work with our clients to uncover the past and tell stories that matter.

We are seeking a compassionate and detail-oriented Client Services Advocate to join our team!

Overview

In this frontline role, you will be part of a team committed to providing respectful, culturally safe, and timely support to individuals navigating application processes and services. The Client Services team is responsible for creating a positive first impression and advocating for clients and community members. On a typical day, they respond to 30-50 calls and emails from clients seeking guidance, updates, and information. They also help maintain accurate records and work alongside Historical Researchers to provide research support.

As a Client Services Advocate, your day-to-day tasks would involve working one‑on‑one with clients to provide support, refer them to services and resources, and ensure their requests are resolved in a timely manner. You’ll open and assign tickets, process incoming mail, draft solutions and correspondence, conduct data entry, as well as provide general office support such as printing and document disposal.

Although clerical, this role involves working and communicating with others. Most requests are routine; however, the nature of the work can be sensitive at times. It requires a high degree of tact and attention to detail, as well as a client‑centered and culturally safe approach. The ideal candidate is someone with experience in customer or community services, particularly in roles requiring discretion, empathy, and an understanding of Indigenous history. They have strong communication skills and are comfortable supporting people through a variety of situations.

This is a one-year contract position expected to start in early September, with potential for extensions.

Primary Responsibilities

• Connecting with clients/community members on a one‑on‑one basis to address questions, requests, and concerns
• Acting as a resource and advocate for clients to provide information, referrals to services, application support, etc.
• Answering inbound calls/emails and making outbound calls/emails
• Opening and completing tickets, as well logging interactions and updates in ticketing system
• Assigning and escalating inquiries to ensure they are responded to within the allotted time
• Conducting data entry and quality assurance/validation
• Various tasks related to the application process, such as receiving and reviewing files, searching for and verifying documentations, etc.
• Updating personal information while following guidelines and standards
• Processing incoming mail, including returned mail; drafting correspondence
• General office duties, including scanning, copying, and document disposal

  Preferred Skills and Experience

  • 1‑2 years minimum of demonstrated experience working in client service/customer support, administration, and/or other relevant experience
  • Strong communication skills, including strong writing and active listening skills; must be comfortable speaking on the phone
  • Awareness and sensitivity to Indigenous history, culture, and issues are essential
  • Interpersonal skills to interact with clients and collaborate in a team‑driven environment
  • 1‑2 years experience with data entry, administrative support, or records management
  • Excellent attention to detail is essential to maintain databases, follow workflows, assess priorities, and meet deadlines
  • Experience with office software and working in a Windows environment
  • English is the working language; however, knowledge of an Indigenous language(s) or French is an asset
  • Completion of post‑secondary education in a relevant field, such as History, Indigenous Studies, Canadian Studies, or a similar field (or equivalent combination of education and experience) is an asset
  • This is a 1‑year contract role, with options to extend
  • Salary: $24/hr with paid vacation, paid sick leave, and health and dental benefits
  • Full‑time, regular hours (i.e. 8:30‑4:00, Monday to Friday)
  • Working in office full‑time is required
  • Located in central Ottawa

  Know History is committed to providing equal employment opportunities. We know that to understand our collective history, we need to prioritize Indigenous and diverse voices across all aspects of our organization. We encourage candidates to apply and self‑identify if they identify as Indigenous, members of racialized communities and visible minorities, people with disabilities, or members of the Two Spirit (2S) & LGBTQIA+ communities.