Customer Service Representative

#209, 9644-54 Avenue Edmonton, AB T6E 5V1 Canada

Position Overview is currently expanding and looking to recruit a Customer Service Representative in Edmonton, Alberta. Hours of operation for the department are Monday to Friday 6:00am to 5:00pm. You will be part of a high-performing team that provides LawDepot customers with web-based do-it-yourself legal documents and an outstanding support experience. You will be responsible for providing timely, high-quality service to our customers while effectively communicating solutions to meet their needs. This is a full-time permanent position, working 37.5 hours per week in office. We are currently seeking candidates for the 9:00 am to 5:00 pm shift. Legal knowledge is not required.

Primary Responsibilities

  • Respond to customer requests and inquiries via telephone, email, and live chat sessions
  • Provide a high-quality experience for our customers
  • Achieve first contact resolution while resolving user questions and issues
  • Support our customers with professionalism, politeness, positive tone, and the utmost courtesy
  • Multi-task ticket and chat resolution in a timely fashion and with proper spelling / grammar
  • Gather customer information to understand their needs and refer them to the correct documents or tools available on our website
  • Utilize internal customer support tools
  • Stay up to date on website improvements and process changes
  • Achieve individual and team metrics / objectives for key performance indicators such as contact volume and quality
  • Partner with Legal, Marketing and Development teams to be the “Voice of the Customer”
  • Work with the escalation team to resolve higher level inquiries

Knowledge and Skill Requirements

  • 2+ years of experience in a contact center or customer service role
  • Effective verbal and written communication skills, with an emphasis on active listening
  • Dependable attendance and punctuality; reliability is critical
  • Accurate and efficient typing skills (minimum proficiency of 45 words per minute)
  • Ability to cover for team members on vacation and work rotating statutory holidays
  • Well-developed interpersonal and organizational skills with the ability to efficiently multi-task
  • General computer knowledge with the ability to use email software and other internal support tools
  • Willingness to adhere to policy, take direction, and follow through on tasks to completion
  • Ability to focus on contact metrics and team goals
  • Good web browser knowledge (Chrome, Firefox, Safari, Edge, printing options etc.)
  • Ability to diagnose customer's issues and provide appropriate advice. Demonstrate good problem-solving skills
  • Present a calm and positive attitude in customer interactions
  • Reliable transportation
  • Ability to work in a contact center office environment
  • Fluency in English is essential. The ability to communicate in either German, Spanish or French would be considered an asset

Why You Should Join the LawDepot Team

  • Excellent total compensation package
  • Comprehensive health and dental benefits, plus an additional Health Care Spending Account
  • Great work life balance (37.5-hour work weeks)
  • Three weeks paid vacation, plus bonus personal days
  • Continuous learning opportunities, including LinkedIn Learning subscriptions and training budgets
  • Company share plan
  • Free catered lunches for the entire office
  • Monthly social events for team members to enjoy (think axe throwing, rock climbing, board games, food trucks, trivia contests, and charitable activities)
  • Casual work environment
  • Free and easily accessible parking
  • Southgate Mall, Whyte Ave, and Calgary Trail restaurants are only minutes away
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Company Profile

Join one of the fastest growing companies in Canada! LawDepot is proud to be a seven-time Growth 500 ranked organization and a major player in the Global legal solutions industry. Our mission is to modernize the legal document creation experience by empowering people with fast, easy-to-use, and professional solutions. With over ten million satisfied customers worldwide, over two million monthly website visitors, and billions of dollars saved on legal fees, you will be joining a team that is truly making a difference. At LawDepot, we foster a collaborative and inclusive learning culture that values excellence and diversity. Apply today and become a part of our exciting journey!
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Lawdepot Career
Lawdepot Career