Customer Service Representative

What you'll do :

• Reporting to the Manager, Customer Service Office (CSO), this position is responsible for providing excellent frontline customer service and clerical support while promoting and administering SCIC programs in a timely, accurate, professional and courteous manner.
• Answer a variety of internal / external customer questions and inquiries regarding all SCIC programs via the provincial virtual contact centre (VCC), toll free lines, walk-ins, fax and / or emails.
• Maintain, administer and process customers’ contracts ensuring efficiency and accuracy.
• Data capture customers’ financial and program specific information into various databases.
• Contact customers and / or their authorized representative to obtain and exchange information, discuss and confirm program / contract requirements.
• Interpret and validate financial information used during the data assessment process.
• Electronic preparation of participant financial information for Level 1 and 2 verification files for program benefits.
• Prepare, distribute, check and process adjuster work within the customer system, as assigned by Field Supervisor and / or CSO Manager.
• Resolve problems associated with customers’ Crop Insurance claim and / or AgriStability application.
• Complete clerical duties such as correspondence, reports, batching, mail, electronic and manual filing, supply need identification and requisition, as required.
• Participate as a member of the sales team for the annual sales of the Crop Insurance program.
• Mentor and assist less experienced staff in the CSO.
• Multitask working with multiple customer files, phone calls, walk-in traffic and interruptions while maintaining customer confidentiality.
• Maintain a clear understanding of computer work; data entry, computer program knowledge and use.

Qualifications :

• To be successful in this position you will need a grade 12 diploma, supplemented with, a minimum, one-year experience providing frontline customer service.
• Knowledge of Saskatchewan agriculture with ability to have conversations with customers about their farming operations.
• Communication skills with the ability to effectively share information, listen actively, and respond empathetically to customer inquiries and concerns.
• Self-motivated, with the ability to manage multiple workflows, responding to customer needs and providing timely follow-up.
• Mathematical skills with the ability to complete simple calculations.
• Computer literacy with knowledge and experience with a variety of computer applications such as Microsoft Word, Excel, and Outlook.
• Should the successful candidate participate in the Crop Insurance or AgriStability Programs, their account must be in good standing.
• A criminal record check is required.

Competencies :

Service Excellence : Delivers and provides additional information or service beyond customer expectations. Uses customer feedback to make changes in work and personally commits to resolving customer issues.

Takes a variety of actions to fully understand and meet a customer’s needs.

Personal Leadership and Development : Demonstrates integrity, openness and inclusiveness by treating self and team members with respect and empathy.

Demonstrates self-awareness by knowing oneself and the impact on one’s behaviours on others. Balances organizational, team and individual commitments.

Strategic Thinking : Provides input to help formulate corporate priorities. Asks questions to gain a clear understanding.

Prioritizes work in alignment with organizational objectives.

Decision Making : Will move the decision making to the appropriate level when the decision is outside of the position scope.

Can clearly explain their theory behind the decisions they made. Uses information to make timely and appropriate decisions for the position.

Innovation : Adapts methodology and ideas quickly for immediate or anticipated changes in the environment. Looks at problems or issues from a variety of angles.

Remains positive during times of uncertainty.

Analytical Thinking : Asks pointed questions and does research to learn more about the issue. Asks questions to gain a clear understanding.

Involves or moves the issue on to the right person.

Team Collaboration : Respects contributions of all team members, demonstrating cooperation and support for team decisions.

Shares knowledge and experience with others. Brings forward ideas, solutions and concerns to help the team problem solve and build solutions.

Building Organizational Community : Is friendly, positive and professional with people they meet. Works independently, interdependently and participates as a contributing member across work teams.

Builds rapport and ensures others are informed.

Communication : Seeks input and sees things from others’ perspectives. Seeks to understand through facts and information.

Listens actively and objectively without interrupting.

Accountability : Models the values of the organization. Assumes responsibility for personal actions, behaviours and results.

Actions are consistent with words ( walks the talk ).

Performance Management : Achieves quality of work on a consistent basis. Assumes ownership of assigned duties with intentions of generating positive results.

Continuously strives to meet or exceed organization and unit goals and objectives.

Planning and Risk Management : Divides objectives into manageable tasks and sets deadlines to keep projects moving forward.

Organizes and prioritizes work to implement plans. Continually adapts priorities and responsibilities in response to changing needs.