Customer Service Agent 2-PT-Bilingual-Windsor

Serco; Windsor; On-site; CAD 40,000 - 60,000; Full time

Benefits offered by this job

Competitive pay

Performance-based incentives

Benefits promoting well-being and work-life balance

Job summary

Serco is looking for a Customer Service Agent in Windsor, Ontario, to evaluate applicants’ eligibility for an Ontario Driver’s Licence. The role involves conducting assessments, providing information, and ensuring compliance with safety regulations.

Ideal candidates will have strong customer service skills, a valid Ontario Class G driver’s licence, and experience in dealing with challenging situations. This position offers a chance to make a positive impact in the community.

Qualifications

• Two years of experience with demonstrated excellent customer service.
• Knowledge of applicable sections of the Highway Traffic Act.
• Familiarity with regulations and policies to provide information to applicants.

Responsibilities

• Provides excellent customer service during Driver Examination Services.
• Conducts vision screen testing and administers written/oral knowledge testing.
• Reviews applicant information to determine eligibility for licences.

Skills

Excellent customer service skills

Ability to deal with difficult situations

Ability to process and manage sensitive personal information

Strong judgement and decision-making skills

Education

GED or high school diploma

Successful completion of the Customer Service Agent training program

Valid Ontario Class G driver’s licence

Tools

Intermediate level computer skills

Job description

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, 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.
• Performs 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.
• 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.
• 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, and 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.

Knowledge and Understanding of Driving and Assessment

Driving test policies and standards, requirements of the driving test.

Assessment Skills

Ability to observe accurately, monitor and evaluate overall candidate performance. Uniformity and consistency in assessment. Assimilate information quickly and extract key points.

Quality of Service

Ability to establish and communicate what the candidate can expect during the licensing process. Ability to communicate clearly, choosing content, style, and language to suit the audience and context and deal with enquiries from candidates. Ability to provide clear feedback about test results.

Fostering Change

The ability to demonstrate support for innovation and for organizational changes needed to improve the organization’s effectiveness.

Thoroughness

The ability to ensure that one’s own work is complete and accurate. Proven track record of high performance and creating a positive and productive work environment.

Decisiveness

The ability to make difficult decisions in a timely manner.

Stress Management

The ability to keep functioning effectively when under pressure and maintain self‑control in the face of hostility or provocation.

Personal Credibility

To be responsible, reliable, and trustworthy.

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.

Company Overview

Serco Canada Inc. strives 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 the Canadian Federal and Provincial governments and commercial clients. 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.

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 labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long‑term incentive opportunities.

Benefits

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us.

Legal Notice

Serco complies with all applicable federal, provincial, and local leave laws. This is a Canada‑based role and this position is for an existing vacancy, unless stated otherwise in the job description. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: [e-mail].