JOB PURPOSE:
The Representative, Business Integration ("Representative") is responsible for providing timely, accurate and seamless 1st level support to external users (licensees, licensing candidates and the public) of the Law Society's portal (LSO Connects). Responsibilities include triage and rapid response to user queries, resolution of problems, documentation and logging of contacts (calls, emails). Responsibilities also include contributions to knowledge base with respect to new issues and resolutions, and updating information as changes are made to LSO Connects.
QUALIFICATIONS REQUIRED:
A minimum of two year college diploma
A minimum of 2 years' experience providing customer support/client service. Experience supporting end users with limited comfort/familiarity with technology is an asset
Speaks in a clear, articulate manner for individual and/or group situations to articulate needs, and to explain detailed information / procedures in an audience appropriate format
Excellent interpersonal skills, including active listening, conflict de-escalation and a focus on customer satisfaction
Ability to provide instructions in a clear, concise manner
Demonstrates patience and empathy in dealings with end users
Strong attention to detail for accurate recording of end user documentation and contacts
Demonstrated experience and solid understanding of superior client service, particularly related to end user support functions
Proficiency in business software: MS Office products, email
Familiarity with MS Dynamics 365, including CRM solutions
Familiarity with personal computer hardware, peripherals and related software applications
Client / Customer Service Delivery
Team Membership
The Law Society has introduced a Distributed Workforce Model to leverage flexibility and agility, and to maximize employee productivity and engagement. Work arrangements will be determined by role and departmental requirements. The working arrangement for this position has been classified as hybrid, where the employee will regularly flex their work location between home and office. The specific application of this will be communicated to applicants contacted during the recruitment process.