Private User
Bilingual ( French )Client Service Representative ( ON and Quebe
Description
Job Description:Job Description Company Bio Legal 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 functionThe incumbent will use their excellent client service skills and knowledge of Legal Aid Ontario to meet client needs and expectations through the use of a telephone based Client and Lawyer Support Centre.This is a 100% Work from Home position.Reporting to: Team Manager, Client and Lawyer Support CentreKey accountabilities• Assisting callers in a contact centre environment and providing information in prioritysequence• Accessing client information through the use of PeopleSoft and other computer systems• Providing Public Legal Information and where appropriate and moving the caller through LAO’s continuum of services• Clarifying status of specific legal aid applications, in response to telephone inquiries from clients and lawyers• Entering and maintaining case details in PeopleSoft, Excel Databases, or other software for future reference by other LAO staff• Communicating eligibility for Legal Aid services based on completion of a legal and financial assessment• Documenting client issues and escalating to other LAO departments or District Offices• Referring applicants that have been refused or that don’t meet established assistance guidelines to seek other legal and/or government services, including the lawyer referral service, legal clinics, and duty counsel, where appropriate• Identifying areas of improvement and voicing ideas to help build a strong foundation for a client service delivery structure grounded in best practices• Responding to queries and complaints in a professional, courteous manner and providing referrals to appropriately address requests for further information• Working with exposure to emotionally charged situations, e.g., providing information to upset or agitated clients or employees• Other related duties as requiredRequired skills & experience• Excellent verbal and written communication skills and sound judgement for supporting clients• Excellent customer service skills with the proven ability to empathetically manage difficult client relationships while effectively resolving outstanding issues or problems.• Knowledge of the larger social justice network in which LAO operates and provides client service• Organizational skills with excellent attention to detail and the ability to multitask• Knowledge of and experience with Aboriginal Peoples culture is considered an asset• Demonstrated competency with PeopleSoft software will be considered an asset• Demonstrated competency with Microsoft Office software• 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 CollaborationThis position is collectively represented by the Ontario Public Service Employees Union (OPSEU) Local 525 and, therefore, union dues will be deducted bi-weekly.Currently the training classes are schedule to begin Monday, September 11, 2023 until Wednesday, October 4, 2023 This position will also require occasional travel to LAO offices upon request.Only those candidates selected for an interview will be notified.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. Job Link: https://legalaid.njoyn.com/cl4/xweb/XWeb.asp?tbtoken=Z1FaSx9dDVBxanZ2RlBcE086dWQqaVVVeiNMIll%2BC3ksKDETKzYfBhFzdDUYGhJRTnBsF3U%3D&chk=ZVpaShM%3D&clid=73708&Page=JobDetails&Jobid=J0623-0715&BRID=330604&lang=1 Already have an Njoyn account? Just sign in and select "my jobs" to apply.Once you have successfully applied you will receive a confirmation email.Trouble applying? For telephone support please call 1-877-427-7717 or email: candidate.njoynhelp@cgi.com.Equity Statement Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to diversity and inclusion. Accommodations are available upon request. Legal Aid Ontario encourages applicants from equity seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis descent, persons with disabilities, women, members of racialized communities and the 2SLGBTQ+ community. We recognize the value of diversity, equity and inclusion and are committed to addressing systemic barriers, and attracting and retaining diverse staff. All interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code. French: Représentant Bilingue du Service à la Clientèle (12 mois)Information sur l'entreprise Le personnel d’Aide juridique Ontario est déterminé à faire une différence dans la vie de ses clients. En tant que partenaire à part entière du système de justice, Aide juridique Ontario (AJO) offre à ses employés plus qu’un emploi. Elle offre l’occasion d’aider les personnes qui en ont le plus besoin en faisant en sorte que chaque client reçoive l’accès à la justice que leur confère la loi. Si vous cherchez à ajouter un nouveau défi à une carrière déjà enrichissante, au sein d’une équipe œuvrant en faveur de la justice par des moyens innovants dans un milieu positif offrant des modalités de travail souples, songez aux possibilités énoncées ci-dessous : Sommaire du posteLe ou la titulaire de ce poste utilisera ses excellentes compétences en service à la clientèle et ses connaissances d’Aide juridique Ontario pour répondre aux besoins et attentes des clients par le biais du service téléphonique du Centre d’aide aux avocats et aux clients.Il s’agit d’un emploi à plein temps, en télétravail.Sous la direction du : Chef de service, Centre d’aide aux avocats et aux clientsFonctionsRépondre aux appels de service à la clientèle et fournir des renseignements par ordre de priorité;• Accéder aux renseignements concernant les clients en utilisant Peoplesoft ou d’autres logiciels informatiques;• Fournir de l’information juridique publique et, si nécessaire, acheminer l’appel au continuum de services d’AJO;• Clarifier l’état de dossiers d’aide juridique particuliers, en réponse aux questions posées au téléphone par les clients ou les avocats;• Saisir et tenir à jour les détails du dossier dans Peoplesoft, dans des bases de données Excel ou dans d’autres logiciels pour permettre à d’autres membres du personnel d’AJO de les examiner par la suite;• Communiquer des renseignements sur les services auxquels le client est admissible en se fondant sur les résultats de l’évaluation financière et juridique du client;• Documenter les problèmes des clients et transmettre les renseignements aux autres services ou bureaux de district d’AJO;• Renvoyer les clients qui ne sont pas admissibles ou qui ne satisfont pas aux lignes directrices en matière d’assistance pour qu’ils obtiennent d’autres services gouvernementaux ou juridiques, notamment le service de référence du Barreau, une clinique juridique et un avocat de service, au besoin;• Cerner les domaines dans lesquels des améliorations sont possibles et émettre des suggestions pour contribuer à créer des bases solides pour une structure de prestation de service à la clientèle fondée sur les meilleures pratiques;• Répondre aux demandes et aux plaintes de façon professionnelle et courtoise et orienter les appelants de façon appropriée pour leur permettre d’obtenir de plus amples renseignements;• Travailler en étant exposé(e) à des situations chargées d’émotions, par ex., fournir des conseils à des clients bouleversés ou agités et aux membres du personnel• Effectuer d’autres tâches, selon les besoins.Exigences•Excellentes compétences en communication verbale et écrite et bon jugement pour aider avec les clients;• Excellentes compétences en service à la clientèle, avec la capacité démontrée de gérer avec compassion des relations difficiles avec des clients, tout en sachant résoudre effic
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- Job type: Full-Time
- Company: Legal Aid Ontario
Private User
5/
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Category:
jobs | customer service
2023-07-30