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WHAT YOU'LL DO:
Reporting to the Call Centre Supervisor, you will answer producer questions using response guidelines in a courteous, respectful, professional and confidential manner.
- Provide AgriStability program information and offer assistance on program issues or options.
- Provide a high level of customer service and assist in the resolution of customer complaints.
- Answer any inquiries made on a daily basis, either by phone, mail, or e-mail, from various head office departments.
- Administrative duties including correspondence, reports, batching, data entry, mail, filing, supply need identification and requisition, etc.
- Processing incoming fax and Kofax imaging documents.
- Follow-up with customers.
- Assist with training other users on the call centre policies and procedures.
- Assist other workflows as required.
- Provide suggestions for call centre improvements.
- Assist with the development and maintenance of the Call Centre user procedure manual.
WHAT YOU'LL NEED:
Qualifications include a Grade 12 diploma supplemented by courses in office education and/or extensive related experience. Consideration may be given to those with an equivalent combination of education and experience.
- Basic farm/agricultural knowledge.
- Strong communication skills, both verbal and written, with experience in explaining complex policies and procedures in layperson terms.
- Strong interpersonal skills, customer focused, with the ability to deal tactfully with co-workers and the public, where they may, at times, be difficult or confrontational.
-Demonstrated problem solving skills.
- Demonstrated ability to work independently with limited supervision .
- Strong time management skills with the ability to multi-task.
- Knowledge and experience with computer applications.
- Preference will be given to individuals with experience in the AgriStability and Crop Insurance programs.