We are seeking a compassionate and detail-oriented Client Services Advocate to join our team!
Overview:
In this frontline role, you will be part of a team committed to providing respectful, culturally safe, and timely support to individuals navigating application processes and services. The Client Services team is responsible for creating a positive first impression and advocating for clients and community members. On a typical day, they respond to 30-50 calls and emails from clients seeking guidance, updates, and information. They also help maintain accurate records and work alongside Historical Researchers to provide research support.
As a Client Services Advocate, your day-to-day tasks would involve working one-on-one with clients to provide support, refer them to services and resources, and ensure their requests are resolved in a timely manner. You’ll open and assign tickets, process incoming mail, draft solutions and correspondence, conduct data entry, as well as provide general office support such as printing and document disposal.
Although clerical, this role involves working and communicating with others. Most requests are routine; however, the nature of the work can be sensitive at times. It requires a high degree of tact and attention to detail, as well as a client-centered and culturally safe approach. The ideal candidate is someone with experience in customer or community services, particularly in roles requiring discretion, empathy, and an understanding of Indigenous history. They have strong communication skills and are comfortable supporting people through a variety of situations.
This is a one-year contract position expected to start in late August/early September, with potential for extensions.
Primary Responsibilities:
- Connecting with clients/community members on a one-on-one basis to address questions, requests, and concerns
- Acting as a resource and advocate for clients to provide information, referrals to services, application support, etc.
- Answering inbound calls/emails and making outbound calls/emails
- Opening and completing tickets, as well logging interactions and updates in ticketing system
- Assigning and escalating inquiries to ensure they are responded to within the allotted time
- Conducting data entry and quality assurance/validation
- Various tasks related to the application process, such as receiving and reviewing files, searching for and verifying documentations, etc.
- Updating personal information while following guidelines and standards
- Processing incoming mail, including returned mail; drafting correspondence
- General office duties, including scanning, copying, and document disposal
- 1-2 years minimum of demonstrated experience working in a client/customer service or social services role
- Strong communication skills, including strong writing and active listening skills; must be comfortable speaking on the phone
- Awareness and sensitivity to Indigenous history, culture, and issues are essential
- Interpersonal skills to interact with clients and collaborate in a team-driven environment
- 1-2 years experience with data entry, administrative support, or records management
- Excellent attention to detail is essential to maintain databases, follow workflows, assess priorities, and meet deadlines
- Experience with office software and working in a Windows environment
- English is the working language; however, knowledge of an Indigenous language(s) or French is an asset
- Completion of post-secondary education in a relevant field, such as History, Indigenous Studies, Canadian Studies, or a similar field (or equivalent combination of education and experience) is an asset
- This is a 1-year contract role, with options to extend
- Salary: $24/hr with paid vacation, paid sick leave, and health and dental benefits
- Full-time, regular hours (i.e. 8:30-4:00, Monday to Friday)
- Working in office full-time is required
- Located in central Ottawa
If you are interested in joining Know History’s team for this role, please submit your resume online at www.knowhistory.ca (https://secure.collage.co/jobs/know-history/54955).
If you have any questions or require accommodations at any point in the application process, send us an email (mailto: [email protected])and we’ll work with you to make sure your needs are met.
Know History is committed to providing equal employment opportunities. We know that to understand our collective history, we need to prioritize Indigenous and diverse voices across all aspects of our organization. We encourage candidates to apply and self-identify if they identify as Indigenous, members of racialized communities and visible minorities, people with disabilities, or members of the Two Spirit (2S) & LGBTQIA+ communities.
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