Customer Service Agent 2 - Etobicoke - Part Time - Perm - Bilingual

Serco; Toronto; On-site; CAD 42,000 - 54,000; Full time

Job summary

Serco Canada Inc. is seeking a Customer Service Agent to support Driver Examination Services at our DriveTest Centre in Toronto, Ontario. The role focuses on delivering exemplary customer service while assisting applicants with licence classes and eligibility.

You will conduct testing, photographs, and process road-test scheduling, while maintaining strict confidentiality and compliance with safety and regulatory procedures.

Qualifications

• Successful completion of the Customer Service Agent training program.
• GED or high school diploma as a minimum.
• Valid Ontario Class G driver’s licence.
• Bilingual in English and French (spoken and written) is required.
• Knowledge of Highway Traffic Act, related regulations, and related policies to provide information and advice to applicants.
• Two (2) years’ experience with demonstrated excellent customer service.

Responsibilities

• Provide excellent customer service during the delivery of Driver Examination Services.
• Provide information and assistance to applicants for all classes of licences.
• Review applicant information to determine eligibility for a variety of classes of licences.
• Conducts vision screen testing, photographs applicants, and administers 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 OHSA, environmental, drug and alcohol, and quality.
• Adheres to all Ministry and operational confidentiality requirements.
• Performs other related duties as may be required.

Skills

Customer service

Multitasking

Communication

Decision making

Stress management

Attention to detail

Interpersonal skills

Education

Customer Service Agent training

GED or high school diploma

Ontario Class G driver’s licence

Bilingual English/French

Tools

Computer skills

Job description

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, photographs applicants, and administers 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 may be required.

Qualifications

• Education / Certifications
  • Successful completion of the Customer Service Agent training program.
  • GED or high school diploma as a minimum.
  • Valid Ontario Class G driver’s licence.
  • Bilingual in English and French (spoken and written) is required.
• Knowledge & 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.
  • Ability to communicate clearly and adapt style to the audience.
  • Proficiency in observation, monitoring and evaluating overall candidate performance.
  • Strong ability to support innovation and organizational change.
  • High level of thoroughness and accuracy in all work.
  • Decisiveness in making difficult decisions in a timely manner.
  • Effective stress management and self‑control under pressure.
  • Personal credibility: responsible, reliable, and trustworthy.
• Health & 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 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).
• Working Conditions
  • 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.
  • Little exposure to disagreeable elements.
  • Minor risk of injury, harm, or illness.

Other Duties

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