WHAT YOU'LL DO:
Reporting to the Team Manager, Call Centre, this position will use effective customer service techniques to ensure customers are handled in a courteous, respectful, professional and confidential manner.
Provide AgriStability program information as well as answer questions, collect information and direct calls to the appropriate people in response to inquiries made through the call centre.
Provide exceptional 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.
Miscellaneous administrative duties including correspondence, reports, data entry, mail, e-mail from external sources, etc.
Process incoming information and action as required including contacting customers when program information is missing and/or clarification of information is required.
Follow-up with customers as required.
Assist with training other users on the call centre policies and procedures.
Provide suggestions for call centre improvements.
Ability to work effectively in various computer applications such as Microsoft Office and customer management software.
Assist the Team Manager, Call Centre with the development and maintenance of the Call Centre user procedure manual.
WHAT YOU'LL NEED:
To be successful in this position you will need a grade 12 diploma, supplemented by courses in business administration, customer service and/or related experience. Consideration may be given to those with an equivalent combination of education and experience.
Understanding of the different types of farm operations/practices in Saskatchewan with the ability to relate this knowledge to the AgriStability program.
Demonstrates integrity with a focus on service excellence and innovation.
Communication skills, both verbal and written, with experience in explaining complex policies and procedures in common terms.
Interpersonal skills, with a customer focus, with the ability to deal tactfully with co-workers and the public, where they may, at times, be difficult, confrontational or emotional.
Demonstrated problem solving skills with strong attention to detail.
Demonstrated ability to work independently with limited supervision.
Ability to effectively manage day to day workload, multiple tasks and set priorities in order to meet deadlines.)
Knowledge and experience with computer applications, specifically databases, Microsoft Word, Excel and Outlook.
WHAT WE'RE LOOKING FOR:
Service Excellence: Always displays respect, professionalism and dignity in daily interactions.
Personal Leadership and Development: Demonstrates integrity, openness and inclusiveness by treating self and team members with respect and empathy.
Strategic Thinking: Helps others understand how their work goals and activities relate to the organization’s vision, mission and strategic direction.
Decision Making: Decisions are aligned with position responsibilities, boundaries and organizational policies and practices.
Innovation: Recognizes the value of different opinions, approaches and perspectives.
Analytical Thinking: Uses multiple sources to gather complete and accurate data.
Team Collaboration: Respects contributions of all team members, demonstrating cooperation and support for team decisions.
Building Organizational Community: Works independently, interdependently and participates as a contributing member across work teams.
Communication: Responds to concerns in a respectful manner.
Accountability: Assumes responsibility for personal actions, behaviours and results.
Performance Management: Assumes ownership of assigned duties with intentions of generating positive results.
Planning and Risk Management: Creates a personal work plan that contributes to the goals and work assigned to self and team.
The successful candidate must present a work ethic supporting our corporate values and Saskatchewan agriculture, must provide an acceptable criminal record check and should the successful candidate participate in the Crop Insurance or AgriStability Programs, their account must be in good standing.