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

Serco; Windsor; On-site; CAD 30,000 - 60,000; Full time

Job summary

A leading service provider in Canada is looking for a Customer Service Agent to assist with the drivers licensing process at various locations. Key responsibilities include providing information to applicants, conducting tests, and ensuring eligibility for licenses. Applicants should have a high school diploma and strong customer service skills. This role offers competitive hourly pay and opportunity for growth.

Benefits

Competitive salary

Performance-based incentives

Wellness benefits

Qualifications

• Must hold a valid Ontario Class G drivers licence.
• Two (2) years experience with demonstrated excellent customer service.
• Knowledge of applicable sections of the Highway Traffic Act.

Responsibilities

• Provide information and assistance to all classes of licence applicants.
• Conduct vision screen testing and administer knowledge testing.
• Ensure fair and proper issuance of an Ontario Drivers Licence.

Skills

Excellent customer service skills

Ability to multi-task

Strong judgement and decision-making skills

Education

GED or high school diploma

Successful completion of the Customer Service Agent training program

Tools

Intermediate level computer skills

Job description

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 drivers 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 Drivers Licence.
• Assesses applicant’s identity documents for validity.
• Provides information and assistance related to Driver Examination services.
• Ensures the fair and proper issuance of an Ontario Drivers 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, photographing of 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.

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 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.

Qualifications

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 drivers 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 judgement and decision‑making skills.
• 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.
• Knowledge and understanding of driving and assessment policies and standards.
• Assessment skills – ability to observe accurately, monitor and evaluate overall candidate performance and ensure uniformity and consistency.
• Quality of service – ability to establish and communicate what the candidate can expect during the licensing process and to provide clear feedback about test results.
• Fostering Change – support for innovation and organisational changes needed to improve effectiveness.
• Thoroughness – ensuring own work is complete and accurate with a proven track record of high performance.
• Decisiveness – ability to make difficult decisions in a timely manner.
• Stress Management – functioning effectively under pressure and maintaining self‑control in the face of hostility or provocation.
• Personal credibility – responsible, reliable and trustworthy.

Mental and Physical Effort

• Mental: Activities are moderate intensity at more than 4 hours per day or high intensity at 2‑4 hours per day.
• Physical: Activities are low intensity less than 2 hours per day.

Working Conditions

• Little exposure to disagreeable elements.
• Minor risk of injury, harm or illness.
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Must pass Criminal Record Check (CPIC); Fingerprint Criminal Record Check.

• Employee hours vary based on customer demand and location 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 of a formal training session which includes classroom instruction with experienced and qualified trainers and on‑the‑job shadowing at a Drive Test Centre facilitated by a coach. If you are unsuccessful at any stage of the training your employment will end effective immediately.

If you are interested in supporting and working with our Customer Service professionals and a passionate Serco team – then submit your application now for immediate consideration. It only takes a few minutes and could change your career! We thank all applicants for their interest. However only candidates selected for an interview will be contacted.

Serco Canada Inc. an equal opportunity employer that is committed to inclusive barrier‑free recruitment and selection processes. Consistent with our values, Serco Canada is committed to providing equitable treatment to all with respect to barrier‑free employment and accommodation without discrimination. Serco Canada will provide accommodation for applicants in all aspects of the hiring process. If you have an accommodation need please contact Human Resources as soon as possible to make appropriate arrangements.

Pay Transparency

Our Total Rewards package includes competitive pay and 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

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, training, key skills and geographic market considerations. For roles available in multiple provinces the range may vary to reflect differences in local labor markets. Eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group North America. Sercos 9000 employees strive 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 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.