Overview
KeyNorth Learning Services is currently hiring a Community and Client Services Representative to ensure our clients and learners are provided with the premium quality service they have come to expect from the firm.
Responsibilities
Working in our Learning Services division, the Community and Client Services Representative will have the following responsibilities:
- Mark assignments, provide feedback to learners and support learners' progression through our various courses in both English and French.
- Provide customer service to learners in both English and French by email, phone and video call to help answer their questions, resolve their problems, and ensure they have a positive experience working with the KeyNorth Group.
- Assist the training team in administrative duties related to learners' enrollment and unenrollment.
- Support other administrative functions such as invoicing.
- Monitor the online community of practice, schedule posts, and answer community members' requests following the KeyNorth Learning Services customer service standards.
- Prepare the logistics for in-person training, webinars, and online synchronous courses.
- Provide support on instructional design projects, such as developing new content ensuring that it is current and meets appropriate standards.
- Updating audio, video, image and text content. Creating new content to align with instructional objectives.
- Respond to prospect inquiries, profile potential clients through research of external and internal data sources and provide support for preparing proposals.
- Use the technological tools provided to develop the duties described and stay on top of their functionality and features.
The Qualifications You Possess
Personal Characteristics
- We are looking for someone who is a strong problem solver, detail oriented, comfortable in a fast-paced environment.
- You are comfortable working independently and in teams.
- You have experience in, and are passionate about customer service and solving customer’s problems.
- You are interested in working in an environment that is inclusive and supports diverse points of view.
- You have an interest in open source intelligence, investigations, intelligence analysis and law.
- You are keen about supporting law enforcement, government bodies, regulatory agencies and corporate security organizations fulfill their important mandates.
Digital Competencies
- You are comfortable working with:
- Working with basic functions of accounting software such as entering client data and sending invoices.
- Basic functions of customer relationship management (“CRM”) software such as entering customer data and recording potential customer interactions.
- Artificial intelligence software.
- Standard office software
- Video conferencing/web-ex solutions,
- Audio/video editing software
- Learning management systems.
Non-digital Competencies
- You have excellent written and oral communication skills in English and French.
- You have experience with academic environments.
- You have good time management skills.
- You can speak clearly and are comfortable creating audio/video content.
- Comfortable with event management processes such as booking venues, communicating with attendees and ensuring logistics have been coordinated.
- You have a university degree in social sciences, communications, business, technology, education or similar field. College diplomas and relevant work experience will also be considered.
The position is hybrid and/or remote.
About the KeyNorth Group
Since 2008 we have been providing investigative, analytic and risk management solutions to the public and private sectors, locally and internationally. We have earned an excellent reputation for how we work with clients as well as our high-quality service. For more information please visit www.keynorthgroup.com or our learning site at osinttraining.net.
Pay: $24.50 per hour
Expected hours: 24.5 per week
Benefits:
Work Location: Hybrid remote in Ottawa, ON K1N 5M5
