Bilingual Representative, Contact Centre

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.

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.

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 hr@lso.ca 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.