The Law Society of Alberta (Law Society) regulates the legal profession in the public interest.
In alignment with the Law Society’s vision, mission, and strategic plan, the Contact Centre provides support while handling inquiries internally & externally related to Law Society Members and Students-at-Law, Legal Professional Staff and the public.
When assigned to the Contact Centre, responsibilities as the Customer Service Representative (CSR) include providing information, guidance, and available resources to customers. The Contact Center works closely with all Law Society departments to support business processes and initiatives. The CSR uses sound judgment and knowledge of departmental processes and Law Society policies to determine the appropriateness of resolution or when to escalate contacts for further assistance.
The Office Services department provides a high standard of customer service to all Law Society business groups, departments, staff, and volunteers. It also interacts with and provides support and assistance to external clients such as lawyers, vendors, and service providers. The Office Services team works closely with the Corporate Services and Business Technology teams to deliver well-coordinated and cost-effective services to fully support the Law Society’s regulatory mission and protect public interest.
When assigned to Office Services, responsibilities as the Officer Services Technician include a multitude of tasks in the areas of business processes and office technologies. The Office Services Support will develop a sound understanding of the business processes and requirements of other Law Society departments in order to deliver superior customer service.
Success in this position requires excellent communication, analytical and judgement skills, organizational, and time management skills with strong attention to detail and ability to work both independently and as part of a team. A strong aptitude to provide exceptional customer service is essential. The work is performed in a standard office environment, and involves a combination of phone work, independent computer work, reception duties and performing office services tasks. While some assigned duties are sedentary, others involve standing; walking; bending and twisting; pushing and pulling of service carts; and occasional floor-to-waist lifting up to 50lbs.
When assigned work as a part of the Contact Centre team you will:
- Provide customer service support and resolution around key Law Society initiatives and programs as well as well as technical support for the Lawyer Portal.
- Respond professionally to all inquiries.
- Assess and triage incoming information according to established guidelines.
- Make informed decisions about appropriate next steps relative to process and needs.
- Demonstrate patience and knowledge, anticipate needs and manage expectations,
- Support the overall functioning of the department and Contact Centre
- Develop & maintain professional working relationships across multiple departments.
- Support data stewardship practices.
- Interact efficiently and effectively with key internal and external stakeholders.
- Support change.
- Provide customer service support and resolve customer concerns, including technical issues involving key transactions and initiatives.
- Work directly with customers either by telephone or electronically and respond promptly and professionally to customer inquiries.
- Reception duties
- Properly escalate unresolved queries to the next level.
- Evaluate the level of front-line support to be provided for key transactions and triage as appropriate.
- Record details of inquiries, comments and complaints and keep records of actions taken.
- Communicate and coordinate with Law Society staff, Managers and key internal and external stakeholders.
- Follow up on customer interactions.
- Collect and distribute email, mail, faxes and courier packages.
- Apply accurate database management and support
- Attend meetings as required.
- Monitor email inboxes and respond to or follow-up on requests for information.
- Provide support for online transactions.
- Participate in continuous improvement initiatives. Identify, recommend, and implement process improvements related to the contact center function.
- Remain interested in, and capable of, growing to meet changes and additional challenges that may be added to this position over time.
- Operate office equipment such as photocopiers, voicemail messaging systems and computer scanning equipment.
- Support the operation of video conference facilities.
- Other tasks as assigned.
When assigned work as part of the Office Services team you will:
- Maintain strong working relationships with internal customers.
- Mitigate business technology issues.
- Maintain functionality of office equipment.
- Make informed decisions relative to process and needs.
- Support the operation of video conference facilities.
- Ensure all boardrooms and kitchens are stocked and prepared accordingly. This includes emptying recycling, garbage carts and bottle recycling
- Apply accurate database management and support
- Assist all departments in basic administration duties including photocopying/stocking materials, filing etc.
- Plan, coordinate, and execute the maintenance of printer, photocopier, fax, secure shredding and mailroom equipment fleet.
- Ensure incoming mail (including courier) and faxes are distributed to the relevant parties in an accurate and timely manner.
- Coordinate with various departments the completion administrative activities and errands.
- Act as backup for reception as required.
- Other tasks as assigned.
- Minimum two years of work experience in progressively more responsible customer service and/or administrative roles.
- Experience in the legal profession considered an asset.
- Strong written, verbal and listening communication skills.
- Excellent interpersonal skills and customer service orientation.
- Solid customer service, time management, organizational, and telephone skills.
- Strong attention to detail and accuracy around data entry
- Solid knowledge of relevant computer applications (Word, Outlook, Excel, etc). and web content management systems (SharePoint).
- Standard First Aid Certificate (or agreement to take certification)
- Self-starter, able to work independently with minimal supervision
- Ability to work in a fast-paced environment and handle large volumes of information, both electronic and paper
- Ability to meet deadlines under pressure, exercising solid judgement at all times
- Experience in an e-commerce environment is considered an asset.
- Demonstrate professionalism and respect at all times in accordance with a respectful workplace.
- Able to work overtime as required.
- An aptitude for explaining technology to users with diverse experience levels.
- Adaptability and willing to take initiative.
- Demonstrates a high level of stress tolerance.
- Understand core Law Society Programs and how they interact with the Contact Centre (i.e.) professional liability indemnity & Continuing Professional Development (CPD) program.
- Team player.
- Experience with providing reception services.
- Interested in and capable of growing to meet additional challenges that may be added to this position over time
- Ability to bend, twist, push, pull and occasional floor-to-waist lifting of up to 50lbs.
The Law Society of Alberta regulates the legal profession in the public interest by promoting and enforcing a high standard of professional and ethical conduct by Alberta lawyers.
We derive our authority from the Legal Profession Act (http://www.qp.alberta.ca/documents/Acts/l08.pdf)of Alberta and set out standards through a Code of Conduct (https://documents.lawsociety.ab.ca/wp-content/uploads/2017/01/14211909/Code.pdf) and the Rules of the Law Society of Alberta (https://documents.lawsociety.ab.ca/wp-content/uploads/2017/01/04144612/Rules.pdf).
While we do not provide legal advice on specific cases, from our unique perspective as the regulator, we actively work with members of the justice system to improve the administration of justice for all Albertans.
