Client Services Representative

Job Summary / Purpose: 

The Client Services Representative plays a vital role in delivering outstanding service and support to applicants and stakeholders participating in the Ontario Soil and Crop Improvement Association’s (OSCIA) cost-share and educational programs. As the first point of contact for external inquiries, the representative ensures clear, professional, and timely communication, while offering assistance with application and claim submissions, navigation of online forms and systems, and effective use of OSCIA’s website. 

This client-focused role is central to creating a positive experience for program participants and promoting smooth, efficient communication throughout the application and claims lifecycle. Working collaboratively as part of the Programs Department Delivery Team and reporting to the Program Analyst – Team Lead, the Client Services Representative contributes directly to the overall success and effectiveness of program delivery operations. 

Key Responsibilities & Duties: 

Act as the primary point of contact for all program-related client inquiries received by phone and email. 

Provide information and assistance on program eligibility, application and claim statuses, upcoming events, and navigation of online tools.  

Guide clients through digital processes, including completing online forms, navigating program portals, and utilizing resources on OSCIA’s website. 

Identify and escalate complex or high-risk issues to the appropriate staff or department for resolution, ensuring a seamless client experience. 

Document client interactions and feedback to inform continuous improvement in program delivery and communication. 

Support application and claim processing by reviewing submissions for accuracy, completeness, and consistency with program requirements. 

Assist with the development and maintenance of standard communication templates, FAQs, and website content. 

Maintain a detailed and organized log of client communications, including concerns, inquiries, and service issues. Proactively track patterns or recurring problems and collaborate with internal teams to escalate or resolve matters efficiently. This documentation supports continuous improvement efforts and ensures consistency in client service delivery. 

Collaborate with the department to maintain efficient workflows, triage periods of high inquiry volume, and ensure timely and responsive service. 

Participate in weekly department meetings and contribute to ongoing process improvement efforts. 

Contribute to team success by taking on additional responsibilities as required 

Performance Metrics: 

Performance will be assessed based on the following criteria: 

Timeliness and accuracy of responses to client inquiries. 

Client satisfaction and feedback. 

Efficiency in processing applications and claims. 

Contribution of workflow optimization and team collaboration. 

Qualifications & Experience: 

Education:  

Post-secondary education in agriculture, environmental studies, business, communications, or related field. 

Years of Experience:  

2–3 years in a client service, administrative, or program support role. 

Experience in the agriculture sector or within government-funded programs is considered an asset. 

Specific Experience: 

Demonstrated experience in client-focused service through phone and email in a customer service or call center environment. 

Proficient in the use of customer relationship management (CRM) systems or client service platforms. 

Solid working knowledge of Microsoft Office 365 applications. 

Ability to travel to attend meetings and events as necessary, with access to and use of personal transportation. 

French language
proficiency is an asset. 

Behavioural Competencies

Adaptability: Be flexible and dynamic in a changing work environment while maintaining effectiveness.

Ethical Behaviour: Align personal behaviours with OSCIA’s core values and code of conduct.

Relationship Development: Build and maintain positive working relationships internally and externally.

Effective Communication: Communicate clearly, precisely, and timely using appropriate tools.

Client Focus: Anticipate and respond to client needs, delivering high-quality service.

Teamwork Development: Collaborate effectively with others to resolve challenges and meet goals.

Initiative: Assess and independently initiate tasks.

Decision-Making: Evaluate situations to make clear and timely decisions.

Time Management: Set priorities, develop schedules, and meet deadlines.

Problem-Solving: View challenges as learning opportunities to improve future results.

Cultural Competence: Work effectively with trust and inclusivity across diverse departments.

Foster Sustainability: Contribute to improving rural Ontario’s agricultural viability and sustainability.

Continuous Learning: Engage in professional development and personal growth opportunities.

Working Conditions / Physical Demands:

 Hybrid work model combining remote and in-office work, with the position based in Guelph, ON. A minimum of 2-3 days per week in Guelph office is mandatory. 

Home office settings require a dependable, high-speed internet connection to ensure effective participation in virtual meetings and online collaboration. 

May require occasional work outside of standard business hours (e.g., early mornings, evenings, or weekends) to attend meetings, events, or respond to organizational needs. 

Requires regular use of a computer; prolonged sitting, typing, and screen time required. 

May involve occasional lifting of light materials (e.g., files, laptop – up to 10 lbs). 

Must be adaptable to a fast-paced environment with shifting priorities and time-sensitive deadlines. 

Must hold and maintain a valid driver’s licence and have access to reliable transportation for occasional travel to meetings, stakeholder events, and organizational sites. 

Must maintain a high level of professionalism and confidentiality when handling sensitive or organizational information.  

We thank all applicants for their interest, but only those candidates under consideration will be contacted.

Thank you for your interest in this position!

ACCESSIBILITY STATEMENT (AODA IN ONTARIO)

OSCIA is committed to providing a barrier-free work environment in concert with the provincial guidelines for accessibility (Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code, Ontario Only). As such, OSCIA will make accommodations available to applicants with disabilities upon request during the recruitment process.

HUMAN RIGHTS STATEMENT

OSCIA strives to ensure that its employment practices are free from direct and indirect discrimination and is committed to upholding the human rights of those participating in the hiring process. In pursuit of this commitment, OSCIA will not condone or tolerate any acts of discrimination or harassment under any of the grounds protected under human rights legislation. This commitment extends to the hiring process and throughout the course of employment.