Hybrid Client Services Specialist - Agriculture Programs

Ontario-Soil-and-Crop-Improvement-Association-; Guelph; Hybrid; CAD 42,000 - 64,000; Full time

Job summary

The Ontario Soil and Crop Improvement Association is seeking a Client Services Representative in Guelph, ON. You will be the first point of contact for applicants and stakeholders, delivering clear information and guiding them through online forms and program portals.

You will support application and claim processing, maintain templates, and help improve service delivery. This role requires 2–3 years in client service, strong communication, and familiarity with CRM and Microsoft Office 365.

Qualifications

• Post-secondary education in agriculture, environmental studies, business, communications, or related field.
• 2–3 years in a client service, administrative, or program support role.
• 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.

Responsibilities

• 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 elevate 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.
• 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.

Skills

Customer service

Communication

CRM experience

Teamwork

Organizational skills

Education

Post-secondary education in agriculture or related field

Tools

CRM software

Microsoft Office 365

Job description

The Ontario Soil and Crop Improvement Association is seeking a Client Services Representative in Guelph, ON. You will be the first point of contact for applicants and stakeholders, delivering clear information and guiding them through online forms and program portals.

You will support application and claim processing, maintain templates, and help improve service delivery. This role requires 2–3 years in client service, strong communication, and familiarity with CRM and Microsoft Office 365.