Bilingual (English & French Speaking) Customer Care

1 month ago

Guelph, Canada Agricorp Full time

Agricorp is looking for a Bilingual Customer Care Representative to join our Customer Care Services team in the Program Delivery division.

**The Role**:
The Bilingual Customer Care Representative role provides critical front-line contact for all customer inquiries, as well as retrieves and enters customer information into databases. As a Bilingual Customer Care Representative, you will provide customer service support to Ontario farmers 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 handling inbound and inbound customer inquiries via multiple communication channels
- Respond to a wide variety of program queries by referring to 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 staff
- Assist in reviewing and updating Customer Care standard operating procedures and workflow processes
- Perform a product liaison role and communicate with other departments to address business needs, as required

**Job status**: Permanent position
**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 education (college or university) in Business, Agricultural Sciences or related field or equivalent experience
- 1-3 years of related customer service, preferably in a call centre or Customer Accounts, in the financial services, insurance sector and Agricultural industry
- Will be certified by the Ontario Public Service (OPS) in oral intermediate level French Certification
- Knowledge of insurance programs, including insurance claims and underwriting, financial statements, tax filing, and accounts receivables is an asset
- Understanding of the agricultural industry and government business risk management programs are 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

**Background**:
**Agricorp, an agency of the government of Ontario.**

Agricorp delivers government programs. These programs 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.

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

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