The Ontario Federation of Agriculture (OFA) currently seeks a Member Relations Representative to join OFA’s Customer Service Department.

Position Description:

The Member Relations Representative (MRR) is responsible for the successful facilitation, coordination and delivery of OFA memberships within the Ontario region.

The Member Relations Representative provides a superior level of key services essential to the success of the position and ensures timely communication response to OFA member inquires.  As well as constructive links and collaboration between members and the OFA field team.

Will endeavour to build and maintain the OFA as an exceptional service-driven organization by providing a superior level of service, through relationship management, effective public relations and active participation in the delivery of benefits and services.

Discretion and confidentiality must be maintained at all times while executing this job function.

Key Position Responsibilities and Duties:

Member Relations

• Often is the first point of contact for incoming telephone communications from OFA members
• Respond to all farmer-member inquires or questions through active investigation, maintain superior relationships, consultation, provide potential solutions or direct them to their Member Services Representative (MSR) in the field for effective resolution options
• Handle complex and escalated customer service issues
• Direct inquires if needed to appropriate source
• Provide information on all Member Benefits

Administration Support

• Complete all administration tasks maintaining accurate information in OFA membership database
• Coordinate FBR card and receipt mail outs to printing house
• Process yearly FBR refunds into database
• Coordinated mailing of membership agreements
• Entering of membership agreements into database
• Process new IFM & ASC memberships
• Monthly processing of member renewal invoices and process associated payments
• Process IFM & ASC membership card and receipts (in the office)
• Provided mailing labels and lists to OFA MSR’s and County Federations when required
• Assist with development or updating of Member Relation literature
• Provide general OFA staff support as needed
• Annual OFA convention registration duties

Other Duties

• Assist Manager to compile and maintain statistical information
• Perform other related duties as required

Qualifications:

Education and Experience

• Completion of a minimum of two years of post-secondary education from an accredited educational institution in a relevant field of study or equivalent experience preferred.
• Experience in a member service/volunteer-driven organization is preferred.
• Fluent in English, written and verbal.
• Agricultural background or experience is an asset

Knowledge, Skills and Abilities

• Superior delivery of customer service excellence and organizational skills.
• Above average computer abilities
• Exceptional communication skills both written and oral
• Knowledge of relevant software – MS Office Products, Membership Database Management, Spreadsheets, E-mail, Internet, Social Media.
• Proven track record of attention to detail and accuracy in the accumulation and transfer of information.
• Demonstrates discretion and adheres to confidentiality in handling delicate or complex situations.
• Appreciation and understanding of agriculture in Ontario and the nature of the farming culture.
• Demonstrates a high level of initiative and self-management as well as collaborates within an active team in an ever-changing environment.
• Exceptional people skills with the ability to interact with providing solutions or collaboration with Manager and Member Services teamProven track record of providing solutions when meeting everyday challenges of problem-solving.

Job Competencies

• Administration Management: Attention to details, accuracy, and file management of all administration records.
• Financial/Issues/Change Management: Related to management of proprietary database, invoicing members and to control and implement a process of change when needed with an ability to manage data or information with documentation and tracking.
• Industry Environment: Ability to manage, educate and implement solutions related to the external and internal environment and facilitates transformational change.
• Persuasive Communication:  Ability to plan and deliver oral and written communications that make an impact and persuade the intended audiences to appropriate action.
• Scheduling Management: Ability to organize the work in a logical way so that it is executed effectively, and to manage the schedule

Core Competencies

• Accountability: Takes personal ownership and responsibility for the quality and timeliness of work commitments. Follows organizational guidelines, professional standards, regulations and principles. Demonstrates reliability and integrity on a daily basis.
• Adaptability: Adapts and responds to changing conditions, priorities, technologies and requirements. Recognizes new information and ideas with a willingness to alter opinions and behaviors. Applies versatility, reasoning and innovativeness in the face of change.  Able to comfortably collaborate in a variety of situations and with diverse individuals.
• Advocacy: Stay informed on political and public policy issues affecting industry to provide exceptional organizational responses.  Communicates organizations position, public support for or recommendation of a particular cause or policy.
• Communication: Expresses and transmits information with consistency and clarity; using active listening techniques in order to effectively understand and provide feedback; summarizing information according to the audience in order to promote engagement and increase understanding.
• Critical Thinking: Analyzes and interprets data and information gathered from observation, investigations, formal and informal communication, reports, legislation and others in order to develop conclusions. Applies systematic, logical reasoning when addressing problems or situations in order to arrive at an appropriate solution or outcome.
• Decision Making: Makes concrete, well-informed and thoughtful decisions that support the overall organization. Has the ability to make quick effective decisions even when data and details are limited. When making decisions or providing advice, that might have negative consequences, will examine the impacts and potential implications to ensure that the decision is reasonable for the situation.
• Emotional Intelligence: Is aware of and has the ability to read body language and other nonverbal communication that includes facial expressions.  Has the capacity to listen intently and ask respectful questions.  Has the ability to control and handle frustration, anger, sorrow, joy, annoyance, and other emotions.  Recognizes and reacts to the impact that his or her words and actions are having on coworkers.  Understands the underlying emotion of a communication from a staff member, volunteer or business colleague responds effectively with positive approach to the emotional aspects of communication stated needs.  Effectively interprets the cause of the emotion expressed by a co-worker.
• Fostering Teamwork: Works cooperatively and effectively with others to reach a common goal.
• Leadership: Maintains a professional and positive manner even under changing or uncertain conditions. Works well with a wide range of individuals to provide, support, coaching, encouragement and direction. Engages others in order to accomplish organizational and departmental goals and strategies
• Negotiation: Gains support for ideas, proposals and solutions from others; helps others to understand complex initiatives and sensitive situations to resolve disagreements and conflicts; considers others opinions while holding strong to firm directions and goals.
• Networking and Relationship Building: Effectively builds constructive, friendly, professional relationships and networks of key contacts with people and colleagues, maintains partnerships that can provide information, assistance and support.
• Organizational and Environmental Awareness: Shows commitment to the organizational vision and strategic goals by acting in accordance with organizational expectations and through having a solid understanding of the internal environment. Uses knowledge of organizational practices and procedures to solve issues and accomplish goals, complies with and enforces organizational policies, procedures and practices.
• Planning and Organizing: Accurately estimates duration and level of difficulty of tasks and projects, setting out goals and objectives and work plans for completion.
• Problem Solving: Demonstrated ability to break a situation down into smaller pieces, cause and effect, to identify key issues; figuring out cause and effect relationships in order to solve them using logic and analytical methods to develop and propose improvements for the organization and its members.
• Results Orientation: The ability to focus on desired outcomes, and the means by which they are achieved, by meeting or exceeding standards based on past performance, goals and objectives, as well as the performance and/or achievement of others.
• Self-Management: Manages and coordinates the efforts of or by oneself; the taking of responsibility for one’s performance; innovative, resourceful and well-organized to be productive.   Results-oriented focus to accomplishgoals and objectives using available resources efficiently and effectively.
• Service Orientation: Gives superior service to both internal and external customers and stakeholders.
• Strategic Thinking: Analyzes and interprets the strategic direction of the organization, has a clear and firm understanding of the vision, mission, values and objectives of the workplace, uses that information to develop responsibilities, tasks, goals and initiatives that align with long term plans and growth.
• Time Management:  Manage competing priorities effectively to be resourceful and to use time as a resource.

Working Conditions

• Works in an office environment with flexibility for off-site meetings.
• Usually works a standard thirty-five-hour work week.
• May be required to work some overtime hours to attend meetings or meet annual obligations during specific periods of member relations cycle.
• Will be required occasional travel.
• May experience tight deadlines and stressful conditions at times.
• Spends a frequent amount of time sitting and looking at a computer screen.
• Spends a large amount of time on the telephone.
• Is required to maintain high levels of concentration and attention to detail for extended periods
• May deal with conflict and member relations issues causing stress at times.
• Must be able to manage frequent interruptions and multiple tasks daily.

COVID-19 considerations

In accordance with OFA’s COVID-19 Vaccine policy, new employees are required to be fully vaccinated, (valid medical or Ontario Human Rights Code exemptions permitted), against COVID-19 as a condition of employment