Customer Service Agent 2 -Kingston - Full time- Bilingual

Serco; Kingston; On-site; CAD 38,000 - 52,000; Full time

Job summary

Serco Canada Inc. is seeking a Customer Service Agent for a DriveTest Centre in Ontario. You will support licensing services, verify documents, and guide applicants through driver examinations.

Role requires bilingual English/French, strong customer service, and the ability to handle sensitive information. You will conduct vision tests, schedule road tests, and assist with licensing processes.

Qualifications

• Successful completion of Customer Service Agent training or equivalent.
• GED or high school diploma as a minimum.
• Must hold a valid Ontario Class G driver’s licence.
• Fluent in French and English.
• At least 2 years of experience with demonstrated excellent customer service.

Responsibilities

• Evaluates eligibility for Ontario Driver’s Licence applications.
• Assesses identity documents for validity and accuracy.
• Provides information and assistance related to Driver Examination services.
• Ensures fair and proper issuance of Ontario Driver's Licence.
• Delivers excellent customer service during Driver Examination services.
• Manages information for all licence classes and eligibility.
• Conducts vision screening, photographs, and knowledge testing.
• Schedules road tests and issues temporary licences; collects fees.

Skills

Bilingual English/French

Excellent customer service

Multi-tasking

Data privacy handling

Education

High school diploma or GED

Tools

Computer skills

Job description

Key Responsibilities

• 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.
• 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, 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 the operations, including occupational health and safety, environmental, drug and alcohol, and quality.
• Adheres to all Ministry and operational confidentiality requirements.
• Other related duties 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.
• Must participate in obtaining any required security measures, as deemed by Serco.
• Must participate in initial and maintenance training for Customer Service Agent.

Job Requirements

• 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.
• Must be fluent in French and English.
• At least 2 years of experience with demonstrated excellent customer service.
• Intermediate level computer skills.

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 years of experience with demonstrated excellent customer service.

Skills and 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 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.

Benefits

Pay Transparency: Our Total Rewards package includes competitive pay, performance-based incentives and benefits that promote well‑being and work‑life balance—so you can thrive both professionally and personally. Program availability may vary based on factors such as contract type, location, hire date and applicable collective bargaining agreements. Salary range: The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to the scope of the role, relevant experience, job‑related knowledge, education and training, key skills and geographic market considerations. For roles available in multiple provinces, the range may vary to reflect differences in local labour markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long‑term incentive opportunities.