Current opportunities

Customer Care Representative 

Agricorp is looking for Customer Care Representatives to join our Customer Care Services, Customer Experience team in the Program Delivery division. The Call Centre provides customer service support to Ontario producers who use Agricorp's business risk management programs, including Production Insurance, AgriStability, Risk Management Program, and Farm Business Registration.

The Role

The Customer Care Representative (CCR) provides the 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 producers who use Agricorp’s business risk management programs, including Production Insurance, AgriStability, Risk Management Program and Farm Business Registration. In this role you will:

  • Provide front-line contact for customers by receiving inbound customer inquiries on assigned queues via multiple communication channels
  • Respond to a wide variety of program queries by referring to specific program criteria and details
  • Ensure you meet or exceed all established call centre quality service standards
  • Enter specific customer program-related information (financial statements, tax documents and farm yield reports) into a database in an accurate and timely manner
  • Retrieve detailed information from customers and other sources and redirect customer queries to appropriate internal contacts
  • Provide peer coaching and support to more junior staff in the call centre
  • Assist in the review and improvement of call centre workflow processes
  • Perform a product liaison role and communicate with other departments to address business needs
  • Assist in the development of product training materials and provide training to peers
  • Perform general administrative duties, including faxing, mailing, filing and scanning
  • Lead and work in project teams as assigned by the manager

Job status: Permanent and contract positions
Salary range: Open
Location: Guelph

Qualifications

  • Post-secondary degree or diploma in a related field (business or agriculture) or equivalent experience
  • A minimum of one year experience in a call centre or customer service environment
  • Strong math skills with a high proficiency in data entry and computer applications, including the Microsoft Office Suite
  • Knowledge of insurance programs (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

  • 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
  • Client focus – Provides service excellence to internal and external clients
  • Planning and organizing – Develops, implements, evaluates and adjusts plans to reach goals while ensuring the optimal use of resources

Job advertisements for positions that have been designated bilingual are published in both English and French on the website. Positions that are not designated bilingual are not translated and are displayed in English only on both the English and French versions of the website.

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

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 400 employees serving more than 47,000 producers province-wide, Agricorp delivers programs that help producers manage risk and remain financially secure. 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 see the full list of programs for more information.

Apply online

To apply for this position, please complete the online Application for Employment.



Agricorp