Customer Service Agent 3 -Barrie- Full Time - Perm - Bilingual (French & English)

Position Description:

This role has a starting hourly rate of $22.95!

Serco Canada Inc. operates all the DriveTest Centres across Ontario on behalf of the Ministry of Transportation. As a customer service agent with Serco Canada Inc., you will be based out of one of our 56 Ontario DriveTest Centres. If you are a positive and professional team player who enjoys working with the public in a high energy environment, rewarding job opportunities await you at Serco Canada Inc.

Customer service agents are responsible for providing information and assisting members of the public at various stages of the driver’s licensing process. Some of the work includes responding to customer inquiries in person and on the telephone, providing information about licence rules and regulations, verifying driver records, taking applicant photos, scheduling road test appointments, collecting applicable fees, and preparing reports. Customer service agents must have excellent time management and organizational skills and exercise superior judgment skills. We require individuals who can work independently, meet deadlines, and strive to achieve customer satisfaction in all aspects of their work.

SUMMARY/PURPOSE:

• Evaluates an applicant’s eligibility to apply for an Ontario Driver’s Licence.
• Assesses applicants’ identity documents for validity.
• Provides information and assistance related to Driver Examination services.
• Ensures the fair and proper issuance of an Ontario Driver’s Licence.

KEY RESPONSIBILITIES:

• Provides excellent customer service during the delivery of all Driver Examination Services.
• Provides information and assistance to applicants for all classes of licences.
• Reviews applicant information to determine eligibility for a variety of classes of licences.
• Conducts vision screen testing, photographing of applicants, and administering written and/or oral knowledge testing.
• Schedules and dispatches road tests and issues temporary licences.
• Collects fees for a variety of transactions.
• Investigates problems or errors on the driver record and initiates corrections.
• Complies with all regulations, policies, and procedures pertaining to the operations including occupational health and safety, environmental, drug and alcohol, and quality.
• Adheres to all Ministry and operational confidentiality requirements.
• Performs other related duties relevant to this position as may be required.

HEALTH AND SAFETY:

• Ensures the ongoing maintenance of a safe, healthy, and sustainable working environment at a DriveTest Centre including travel points.
• Takes every precaution to contribute to a safe and healthy workplace.
• Demonstrates correct use of equipment, materials, and protective devices required by law.
• Demonstrates awareness of and educates self on changes to legislation, regulations, Company policies, and procedures.
• Takes the initiative to report unsafe conditions.
• Complies with Part III, Section 27 of the OHSA (Duties of Workers).

OTHER/PROJECTS:

• Complies with Serco Canada Inc. policies and procedures.
• Performs other tasks as assigned by management, including but not limited to special projects.
• Participates in obtaining any required security measures, as deemed by Serco.
• Participates in initial and maintenance training for Customer Service Agent.

JOB REQUIREMENTS:

EDUCATION /CERTIFICATIONS:

• Successful completion of the Customer Service Agent training program.
• GED or high school diploma as a minimum.
• Fluency in French and English.
• Must hold a valid Ontario Class G driver’s licence.

KNOWLEDGE and EXPERIENCE:

• Knowledge of applicable sections of the Highway Traffic Act, related regulations, and legislation as well as related government and company policies to provide information and advice to applicants.
• Intermediate level computer skills required.
• Two (2) years’ experience with demonstrated excellent customer service.

SKILLS/COMPETENCIES:

• Excellent customer service skills, ability to deal with difficult and highly complex situations.
• Ability to multi-task.
• Ability to process and manage sensitive personal information.
• Strong judgement and decision-making skills.

MENTAL AND PHYSICAL EFFORT:

• Mental: Activities are moderate intensity at more than 4 hrs/day or high intensity at 2-4 hrs/day.
• Physical: Activities are low intensity, less than 2 hrs/day.

WORKING CONDITIONS:

• Little exposure to disagreeable elements.
• Minor risk of injury, harm, or illness.

Must pass Criminal Record Check (CPIC); Fingerprint Criminal Record Check.

Employee hours vary based on customer demand and location’s operating hours.

This position may require extended shift hours and possibly Saturday hours (depending on location) during certain periods of the year when Drive Test Centre volume is higher.

This position requires attendance of a formal training session, which includes classroom instruction with experienced and qualified trainers and on-the-job shadowing at a Drive Test Centre facilitated by a coach. If you are unsuccessful at any stage of the training, your employment will end effective immediately.

If you are interested in supporting and working with our Customer Service professionals and a passionate Serco team, then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

Company Overview:

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: Serco Benefits. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identity during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.