Customer Care Representatives & Associate Customer Care Representatives

at Agricorp
Location Guelph, Canada
Date Posted September 23, 2022
Category Call Centre / CustomerService
Job Type Permanent

Description

The Role

The Customer Care Representative (CCR) and Associate Customer Care Representative (ACCR) roles provide critical first line of contact for all customer inquiries, and retrieve and enter customer information into a database. As a CCR or ACCR, you will provide customer service support to Ontario producers who use Agricorp's business risk management programs.

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: Permanent position.
Work status: Full time in-office, remote and hybrid work arrangements are available
Location: Must live in Ontario to perform this role
Employment Start: Early September 2022

Qualifications
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

CCR/ACCR jobs will be offered based on appropriate levels of skills and experience.

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
Background

As an agency of the Government of Ontario, Agricorp works with partners to contribute to a vibrant and sustainable agriculture industry. With more than 300 employees serving more than 47,000 producers province-wide, Agricorp delivers programs that help producers manage risk. The agency was established in 1997 by the provincial government under the authority of the AgriCorp Act, 1996. Agricorp delivers a variety of programs and payments on behalf of the federal and provincial governments, including AgriStability, Farm Business Registration and Production Insurance. Please go to to see the full list of programs for more information.

To apply for this position, please go to and click on Careers, then Current Opportunities.

Please submit your application for this position by end of day on September 30th, 2022.

We thank all applicants for their interest; however, only those selected for an interview will be contacted directly.

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