Know History is an Ottawa-based firm that provides historical research services. Since our inception in 2011 we have completed over 500 projects for museums Indigenous organizations non-profits government bodies and communities across Canada. Whether were producing historical documentaries or conducting genealogical research for citizen registry support we work with our clients to uncover the past and tell stories that matter.

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. Youll 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 August 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

Preferred Skills and Experience

• 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

Position Details

• This is a 1-year contract role with options to extend
• Starting at $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

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 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.