Client Services Representative

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. 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.

Requirements

• 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.

Benefits

• Competitive salary
• Benefits package
• Opportunities for professional development and growth