Client Services Clerk
Client Services Clerk
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Job Description
Know History is an Ottawabased firm that provides historical research services. Since our inception in 2011 we have completed over 350 projects for museums Indigenous organizations nonprofits government bodies and communities across Canada. Whether were producing historical documentaries or conducting research for litigation support we work with our clients to uncover the past and tell stories that matter.
We currently have a new fulltime opening for an experienced and compassionate Bilingual Client Services Clerk!
Overview
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 3050 calls and emails from clients open tickets and draft solutions and work alongside Historical Researchers to provide research support. Although clerical in nature this role involves working and communicating with others. It requires a high degree of tact and attention to detail as well as a clientcentred and culturally safe approach.
As a Client Service Clerk your daytoday tasks would involve working oneonone with clients to provide information and updates refer them to services and resources and ensure their requests are resolved in a timely manner. Youll 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 information.
This is a one year contract position expected to start midMay with potential for extensions.
Primary Responsibilities
- Connecting with clients/community members on a oneonone 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
- Updating and completing tickets according to guidelines and service level standards
- Assigning and escalating inquiries to ensure they are responded to within the allotted time
- Data entry and updating personal information while following guidelines and standards
- Processing incoming mail including returned mail
- General office duties including scanning copying and document disposal
Preferred Skills and Experience
- 12 years of demonstrated experience working in a customer service or social services role
- Strong communication skills including strong writing and active listening skills; must be comfortable speaking on the phone
- Ability to read write and speak fluently both French and English
- Knowledge and sensitivity to Indigenous history culture and issues are essential
- Interpersonal skills to interact with clients and collaborate in a teamdriven environment
- 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
- Completion of postsecondary 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
Position Details
- This is a 1year contract role with options to extend
- Starting at $23/hr with paid vacation paid sick leave and health and dental benefits
- Fulltime regular hours (i.e. 8:004:30 Monday to Friday)
- Working in office fulltime is required
- Located in central Ottawa
How to Apply
If you are interested in joining Know Historys team for this role please submit your resume online at .
If you have any questions or require accommodations at any point in the application process send us an email and well 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 selfidentify if they identify as Indigenous members of racialized communities and visible minorities people with disabilities or members of the Two Spirit 2S) & LGBTQIA communities.
Employment Type
Full-Time
