Agricorp is looking for Associate Customer Care Representatives to join the Customer Care Services, Customer Experience team in the Program Delivery division. This is a 12-month contract position.

The Role

The Associate Customer Care Representative (ACCR) is an entry level position, providing support to the customer care team as a secondary source of customer contact. As Associate CCR, you will contribute to a positive customer experience by responding to inbound and outbound inquiries from potential and existing customers. This position reports to the Team Leader, Customer Care Services. In this role you will:

• Provide front-line contact for customers by receiving inbound customer inquiries on assigned queues via multiple communication channels
• Advise producers on options and next steps for their preferred action
• Ensure you meet or exceed all established call centre quality service standards
• Provide answers or solutions immediately, or redirect inquires to appropriate internal contacts
• Initiate follow-up with customers to ensure necessary information is complete and prepared for processing
• Perform data entry and data verification assistance to other areas as required
• Escalate customer disputes and follow up to ensure commitments made to customers are kept
• Provide advice and information as able to help resolve issues

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 six months of call centre or customer accounts experience, preferably in financial services or agricultural industry
• Solid math skills with a high proficiency in data entry and computer applications, including the Microsoft Office Suite
• Understanding of the agricultural industry and government business risk management programs an asset

Key Competencies

• 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
• Client focus – Provides service excellence to internal and external clients
• 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
• Adaptability – Has the willingness to be flexible in one’s approach with diverse individuals and groups, and the ability to adapt to and work effectively in ambiguous or changing situations
• Program knowledge – Knows and understands the programs and services provided by Agricorp