Call Centre Operator

SCIC - Melville, SK (30+ days ago)

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Reporting to the Team Manager, Call Centre, this position will use effective customer service techniques to ensure customers are handled in a courteous, respectful, professional and confidential manner.

Provide AgriStability program information as well and offer assistance on program issues or options in response to inquiries made through the call centre.
Provide exceptional customer service and assist in the resolution of customer complaints.
Answer any inquiries made on a daily basis, either by phone, mail, or e-mail, from various head office departments.
Miscellaneous administrative duties including correspondence, reports, data entry, mail, e-mail from external sources, etc.
Process incoming information and action as required including contacting customers when program information is missing and/or clarification of information is required.
Follow-up with customers as required.
Assist with training other users on the call centre policies and procedures.
Provide suggestions for call centre improvements.
Ability to work effectively in various computer applications such as Microsoft Office and customer management software.
Assist the Team Manager, Call Centre with the development and maintenance of the Call Centre user procedure manual.

The knowledge and skills required for this position are acquired through completion of Grade 12 supplemented by courses in business administration, customer service and/or related experience. Consideration may be given to those with an equivalent combination of education and experience.

Understanding of the different types of farm operations/practices in Saskatchewan with an ability to address customer inquiries relating to their participation in the AgriStability program.
Demonstrates integrity with a focus on service excellence and innovation.
Communication skills, both verbal and written, with experience in explaining complex policies and procedures in common terms.
Interpersonal skills, with a customer focus, with the ability to deal tactfully with co-workers and the public, where they may, at times, be difficult, confrontational or emotional.
Demonstrated problem solving skills with strong attention to detail.
Demonstrated ability to work independently with limited supervision.
Ability to effectively manage day to day workload, multiple tasks and set priorities in order to meet deadlines.
Knowledge and experience with computer applications, specifically databases, Microsoft Word, Excel and Outlook.

The successful candidate must present a work ethic supporting our corporate values and Saskatchewan agriculture, must provide an acceptable criminal record check and should the successful candidate participate in the Crop Insurance or AgriStability Programs, their account must be in good standing.