Customer Service Agent 3 -Dryden- Part Time - Perm - Non -Bilingual

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 screening, 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 operations including occupational health and safety, environmental, drug and alcohol, and quality.
• Adheres to all Ministry and operational confidentiality requirements.
• Performs other related duties as required.

HEALTH AND SAFETY:

• Ensures the ongoing maintenance of a safe, healthy, and sustainable working environment at a DriveTest Centre.
• 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 special projects.
• Must participate in obtaining any required security measures, as deemed by Serco.
• Must participate in Initial and maintenance training for Customer Service Agent.

Qualifications

JOB REQUIREMENTS:

EDUCATION /CERTIFICATIONS:

• Successful completion of the Customer Service Agent training program.
• GED or high school diploma as a minimum.
• 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 judgment and decision-making skills.

MENTAL AND PHYSICAL EFFORT:

• Mental: Activities are moderate intensity at more than 4hrs/day or high intensity at 2-4hrs/day.
• Physical: Activities are low intensity, less than 2hrs/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 at a formal training session, which includes classroom instruction with experienced trainers and on-the-job shadowing at a Drive Test Centre.

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.

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.