Customer Care Representative

Job Details

Description

The Role

The Customer Care Representative (CCR) role provides critical first line of contact for all customer inquiries, and retrieves and enters customer information into a database. As a CCR, you will provide customer service support to Ontario farmers who use Agricorp’s business risk management programs. In this role 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.
• 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 positions available

Salary Range: $44,700 - $52,588

Work Status: Full time in-office and hybrid work arrangements are available

Location: Must live in Ontario to perform this role

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

Key Competencies

• Client focus – Meets the expectations of internal and external customers through establishing effective relationships, gaining trust and respect.
• Teamwork and collaboration – Works cooperatively within teams to build effective relationships and accomplish goals. Shares expertise and actions that respect the needs and contributions of others. Helps to create and maintain trust within the team.
• Quality focus – Attends to the task at hand to minimize errors; reviews own work prior to distribution. Committed to continuous improvement and creates an environment leading to efficient and effective work processes.
• Program knowledge – Knows and understands the programs and services provided by Agricorp
• Initiative – Proactively identifies and handles issues and situations to take action; seizing opportunities when they arise.
• Planning and organizing – Effectively plans and organizes time and resources to prioritize work to effectively meet objectives.

Background

Agricorp, an agency of the government of Ontario, delivers government programs that help protect the livelihood of over 47,000 Ontario farmers against the many risks farm businesses face every day. Our employees are skilled professionals who respond when industry and government need us, manage public funds with great care and integrity, and deliver a quality customer experience.

Agricorp helps grow Ontario agriculture. We underwrite $7 billion in risk each year. The agency was established in 1997, and in our first 25 years we made $7.5 billion in payments to farmers when they needed it most.

Apply online

To apply for this position, please go to www.agricorp.com and select Careers. Click on Current Opportunities.

Please submit your application for this position by April 11, 2025.

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