Customer Care Representative

Agricorp - Guelph, ON (30+ days ago)

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Agricorp is looking for Customer Care Representatives and Associate Customer Care Representatives to join our Customer Care Services team in the Program Delivery division. These are 12-month contracts.

The Role

The Customer Care Representative (CCR) and Associate Customer Care Representative (ACCR) roles provide critical front-line contact for all customer inquiries. As a CCR or an ACCR, you will provide customer service support to Ontario producers who use Agricorp's business risk management programs, including Production Insurance, AgriStability, the Risk Management Program and the Farm Business Registration program. In these roles, you will:

Provide front-line contact for customers by handling inbound customer inquiries via multiple communication channels (calls, email, online, fax, mail)
Respond to a variety of program queries using specific criteria and details
Retrieve detailed information from customers and other sources and redirect customer queries to appropriate internal contacts
Provide data entry for specific customer program-related information, such as financial statements, tax documents, and farm acreage and yield reports, in an accurate and timely manner
Perform general administrative tasks related to customer mailings, file management, faxing, scanning, etc.

Customer Care Representatives will also:
Provide peer coaching and support to less experienced Customer Care Services staff
Develop product training materials and facilitate training sessions for Customer Care Services staff
Assist in reviewing and updating departmental standard operating procedures and workflow processes
Act as a product liaison and communicate with other departments to address business needs

Job status: 12-month contracts
Salary: Open
Location: Guelph

Post-secondary degree or diploma in a related field, such as business or agriculture, or equivalent experience
Minimum 2 years' experience in a customer care, contact centre or customer service environment
Quality focused and strong attention to detail
Strong math skills and proficiency in data entry and computer applications
Knowledge of insurance programs, such as insurance claims and underwriting, financial statements, tax filing and accounts receivables, an asset
Understanding of the agricultural industry and government business risk management programs an asset
French language skills an asset
Key Competencies
Client focus – Provides service excellence to internal and external clients
Teamwork and collaboration – Works cooperatively within diverse teams, work groups and across the organization to achieve group organizational objectives
Achieving quality results – Focuses efforts on managing one's self to achieve high-quality results consistent with the organization's standards and measures, while managing risk
Program knowledge – Knows and understands the programs and services provided by Agricorp
Initiative – Identifies and deals with situations and issues proactively and persistently, seizing opportunities that arise
Planning and organizing – Develops, implements, evaluates and adjusts plans to reach goals while ensuring the optimal use of resources