Customer Service Representative
|Hiring Organization||Saskatchewan Crop Insurance Corporation|
|Post Name||Customer Service Representative|
|Qualification||Grade 12 Diploma|
|Employment Type||Full Time|
|Work Hours||8 Hours|
|Salary||CAD 24 To CAD 30 Per Hour|
|Location||Moosomin, Saskatchewan, Canada S0G 0G7|
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 center (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 in various databases.
- Contact customers and/or their authorized representatives to obtain and exchange information, and 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 claims and/or AgriStability applications.
- 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.
- To be successful in this position you will need a grade 12 diploma, supplemented with a relevant business course and extensive related clerical experience.
- Basic farm/agriculture knowledge.
- Good mathematical skills with the ability to complete simple calculations.
- Knowledge and experience with 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.
- Grade 12 Diploma
- 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 of one’s behaviors 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 the 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: Ask pointed questions and do 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: Respect the 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, and 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, behaviors, 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 intention 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.