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 Associations (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 OSCIAs 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 OSCIAs 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:

• 23 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.