Candidates interested in this position can email a cover letter and resume to [email protected]
General Summary: Provides high quality customer service to clients. Connects clients to lawyers in their geographical area who practice the required type of law. Provides customer service and admin support by answering all calls in a very timely manner. Performs a variety of tasks and works with team to co-ordinate the compassionate handling of distressed clients.
CORE FUNCTIONS:
- Answers all incoming questions and complaints
- Sets up telephone consultations between clients and lawyers
- Coordinates with work team to ensure system information is accurate and updated
- Assumes all duties and administrative tasks during opening and closing hours
- Calms upset or distressed clients by being tolerant and understanding
- Any or all other duties as assigned
- Serves as the first point of contact for clients
- Maintains a positive relationship and open communication with work team
- Communicates with work team to coordinate about system information
AUTHORITY:
- Reports to the manager
- Communicates with work team about information regarding lawyers and clients
ACCOUNTABILITY:
- Decide the area of law that best suits client needs during calls
- Prioritizes between several tasks
QUALIFICATIONS:
- Customer service experience is a must
- Bilingual – flawless command of both English and French
- Legal background and/or interest is helpful
- Must be a team player who is comfortable working with others
- Must be comfortable with task variety and be able to multitask
- Must be tolerant, patient, positive, and an active listener
- Must be comfortable asking work team questions
- Should have excellent interpersonal and communication skills
WORKING CONDITIONS:
- Must be able to work between 8am and 8pm
- Must be comfortable working under somewhat stressful conditions, including speaking with angry, emotionally distressed clients
