Customer Service Rep & Office Service Support (10- Month Limited Term)

Job Category: Administrative

Requisition Number: CUSTO001484

- Posted : October 23, 2026
- Full-Time
- On-site

Locations

Showing 1 location

Description

The Law Society of Alberta (Law Society) regulates the legal profession in the public interest.

In alignment with the Law Society's vision, mission, and strategic plan, the Contact Centre provides support while handling inquiries internally & externally related to Law Society Members and Students-at-Law, Legal Professional Staff and the public.

When assigned to the Contact Centre, responsibilities as the Customer Service Representative (CSR) include providing information, guidance, and available resources to customers. The Contact Center works closely with all Law Society departments to support business processes and initiatives. The CSR uses sound judgment and knowledge of departmental processes and Law Society policies to determine the appropriateness of resolution or when to elevate contacts for further assistance.

The Office Services department provides a high standard of customer service to all Law Society business groups, departments, staff, and volunteers. It also interacts with and provides support and assistance to external clients such as lawyers, vendors, and service providers. The Office Services team works closely with the Corporate Services and Business Technology teams to deliver well‐coordinated and cost‐effective services to fully support the Law Society's regulatory mission and protect public interest.

When assigned to Office Services, responsibilities as the Officer Services Technician include a multitude of tasks in the areas of business processes and office technologies.



The Office Services Support will develop a sound understanding of the business processes and requirements of other Law Society departments in order to deliver superior customer service.

Success in this position requires excellent communication, analytical and judgement skills, organizational, and time management skills with strong attention to detail and ability to work both independently and as part of a team. A strong aptitude to provide exceptional customer service is essential. The work is performed in a standard office environment, and involves a combination of phone work, independent computer work, reception duties and performing office services tasks. While some assigned duties are sedentary, others involve standing; walking; bending and twisting; pushing and pulling of service carts; and occasional floor‐to‐waist lifting up to 50lbs.

Key Responsibilities

When assigned work as a part of the Contact Centre team you will:

- Provide customer service support and resolution around key Law Society initiatives and programs as well as well as technical support for the Lawyer Portal.
- Respond professionally to all inquiries.
- Assess and triage incoming information according to established guidelines.
- Make informed decisions about appropriate next steps relative to process and needs.
- Demonstrate patience and knowledge,



anticipate needs and manage expectations,
- Support the overall functioning of the department and Contact Centre
- Develop & maintain qualified working relationships across multiple departments.
- Interact efficiently and effectively with key internal and external stakeholders.
- Support change.
- Provide customer service support and resolve customer concerns, including technical issues involving key transactions and initiatives.
- Work directly with customers either by telephone or electronically and respond promptly and professionally to customer inquiries.
- Properly elevate unresolved queries to the next level.
- Evaluate the level of front‐line support to be provided for key transactions and triage as appropriate.
- Record details of inquiries, comments and complaints and keep records of actions taken.
- Communicate and coordinate with Law Society staff, Managers and key internal and external stakeholders.
- Follow up on customer interactions.
- Collect and distribute email, mail, faxes and courier packages.
- Apply accurate database management and support
- Attend meetings as required.
- Monitor email inboxes and respond to or follow‐up on requests for information.
- Provide support for online transactions.
- Participate in continuous improvement initiatives. Identify, recommend, and implement process improvements related to the contact center function.
- Remain interested in, and capable of, growing to meet changes and additional challenges that may be added to this position over time.
- Operate office equipment such as photocopiers, voicemail messaging systems and computer scanning equipment.
- Support the operation

📌 Customer Service Rep (Calgary)
🏢 Law Society
📍 Calgary