Customer Contact Rep II DL

ICBC; Victoria; Hybrid; CAD 65,000 - 70,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

ICBC in Victoria, BC, Canada, is hiring for a customer service-focused role in a fast-paced driver licensing contact center. The job involves handling inquiries by phone, providing accurate licensing information, and educating on road safety within a hybrid work arrangement.

Training is full-time onsite for 13 weeks, then 3–4 days in a week in-office with remaining days remote. Candidates should have at least 2 years of customer service experience, preferably in a call centre, and strong

Qualifications

• Minimum 2 years in customer service.
• Call centre experience preferred.
• Clear and effective communication.
• Strong analytical, listening, questioning and organizational skills.
• Ability to sit for extended periods.
• Ability to manage high volume inquiries.

Responsibilities

• Answer customer inquiries by phone with professionalism and empathy.
• Provide accurate information about driver licensing and related services.
• Support road safety initiatives through customer education.
• Deliver exceptional service in a fast-paced, team-oriented environment.

Skills

Customer service

Call centre

Communication skills

Analytical skills

Listening

Organizational skills

Stamina to sit

Job description

Hours of Work: 7.5 hours per day - 5 day week (M-Su)

Work Arrangement: Hybrid 10

Salary Range: $31.08 - $33.53 Hourly

Location

Victoria, British Columbia, Canada

Please note that this position will be based out of the ICBC Victoria Operations location (910 Government Street).

We welcome applications from all qualified job seekers. Should you require accommodations throughout the application or hiring process, please don’t hesitate to contact [e-mail] , as we are committed to ensuring a seamless and accessible experience for all candidates. Also consider joining our Indigenous Peoples or People with Disabilities Talent Pool to receive information about future opportunities and to learn more about our DEI hiring.

Position Highlights

Bring your passion and enthusiasm for customer service to our fast-paced driver-licensing contactcenter in Victoria! You will play a key role in supporting British Columbians with driver licensing, BCServices Cards, and road safety inquiries.

Key Responsibilities

• Respond to customer inquiries by phone with professionalism and empathy
• Provide accurate information about driver licensing and related services
• Support road safety initiatives through customer education
• Deliver exceptional service in a fast-paced, team-oriented environment

Position Requirements

• A minimum of 2 years of customer service experience.
• Previous call centre experience is strongly preferred.
• Clear and effective communication skills.
• Strong analytical, listening, questioning, and organizational skills.
• The ability to sit for extended periods of time.
• The ability to manage incoming queries in a busy, fast-paced environment.

Training & Work Schedule

• Training: Full-time, onsite for 13 weeks (Monday to Friday, 8:30am to 4:30pm)
• Hybrid schedule will be permitted after completing 6 months in the role
• Post-training shifts: 3 to 4 days in a week (approximately 15 to 28 hours)
• Hours of operation: Monday to Friday: 8:00am–6:05pm, Saturday: 9:00am–5:05pm

Testing Requirements

• Data Entry Assessment
• Call Centre Listening Assessment

About us

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Checkout ourICBC Year in Review 2025 to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.
• Hybrid 10– you will work a minimum of 10 days in a 4-week period at your primary office headquarters (typically one week in/one week out or up to 3 days per week). The remaining days will be remote within British Columbia.

Only candidates legally entitled to work in Canada will be considered for this position.