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Client Services Clerk

June 20, 2022

We’re looking for a Client Services Clerk who will work one-on-one with clients and community members to provide information, refer them to services, and address their questions, complaints, and concerns. As a member of our Client Services team, you will be responsible for creating a positive first impression and advocating for clients and community members in a client-centred, culturally safe manner. You'll respond to 30-50 calls and emails from clients, open tickets and draft solutions, and provide research support. You’ll execute all administrative tasks of client files to the highest quality standards when documenting details, inquiries, and actions required while maintaining the confidentiality of client and business information. Although clerical in nature this role requires a high degree of tact and attention to detail.

Primary Responsibilities

  • Working with clients/community members on a one-on-one basis to address questions, complaints, and concerns
  • Act as a resource to and advocate for clients to provide information, referrals to services, etc
  • Answering inbound calls/emails and making outbound calls/emails
  • Completing tickets in a timely manner according to guidelines and standards
  • Assigning and reassigning tickets to ensure they are responded to within the allotted time
  • Update personal information following guidelines and standards
  • Resolve or escalate inquiries in an efficient manner
  • Process incoming mail, including returned mail
  • General office duties, including scanning, copying, and document disposal
  • Data entry

Skills and Experience

  • 2-3 years of demonstrated experience working on teams and in a customer service environment
  • Experience working in community and social services is an asset
  • Strong verbal and written communication skills, including strong writing and active listening skills
  • Interpersonal skills to interact with clients and collaborate in a team-driven environment
  • Knowledge and sensitivity to Indigenous history, culture, and issues are essential
  • Able to solve problems or escalate issues accordingly; isn’t afraid to seek out solutions or improvement and knows when to reach out for help
  • Excellent attention to detail is essential in order to maintain databases and information management systems
  • Ability to follow workflows, assess priorities, and meet deadlines
  • Experience with MS Office and working in a Windows environment
  • Completion of Post-Secondary education (College or University) in a relevant field or equivalent combination of education and experience
  • English is the working language, however, the ability to speak an Indigenous language or French is an asset

Position Details

  • Full-time hours (8-4:30)
  • Located in central Ottawa
  • Working in-office required
  • 1-year contract
  • Equipment provided (e.g. laptop, dual monitors, peripherals)
  • Travel required occasionally
  • Starting at $20-22/hr 

How to Apply

If you are interested in joining Know History’s team, please submit your CV (2 pages max) to resume@knowhistory.ca by Sunday, July 3rd, 2022. Only candidates who meet the criteria outlined in this advertisement will be selected for an interview. We thank everyone for their interest, but only those selected will be contacted.

Know History is committed to providing equal employment opportunities. We know that, in order to understand our collective history, we need to prioritize Indigenous and diverse voices across all aspects of our organization. We strongly encourage candidates to apply and self-identify if they are Indigenous, members of racialized communities and visible minorities, people with disabilities, and people of any sexual orientation or gender identity and expression. Please note that you must be located and legally entitled to work in Canada. 

We are dedicated to providing an inclusive and supportive environment. If you have any questions or require accessibility or cultural accommodations, at any point in the application process, send us an email and we’ll work with you to make sure your needs are met.

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