Customer Service Agent 3 - Hamilton- Part Time - Perm - Bilingual (French and English)

Serco North America; Hamilton; On-site; CAD 30,000 - 60,000; Full time

Job summary

A leading service provider seeks a Customer Service Agent based in Hamilton, Ontario. The role involves assisting the public with the driver’s licensing process, including eligibility evaluations and responding to inquiries. Candidates should have a high school diploma, be bilingual in French and English, and possess excellent customer service skills. A valid Ontario Class G driver’s licence is necessary. The position offers an hourly rate of $23.64.

Qualifications

• Two years of experience with demonstrated excellent customer service.
• Knowledge of the Highway Traffic Act and regulations.
• Ability to manage sensitive personal information.

Responsibilities

• Provide information and assistance related to Driver Examination services.
• Evaluate eligibility for Ontario Driver's Licence.
• Conduct vision screening and knowledge testing.
• Collect fees and issue temporary licences.

Skills

Excellent customer service skills

Ability to deal with difficult situations

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

Fluency in French and English

Valid Ontario Class G driver’s licence

Tools

Intermediate level computer skills

Job description

Overview

This role has a starting hourly rate of $23.64!

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 driver’s 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.

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.
• To ensure the fair and proper issuance of an Ontario Driver’s Licence.
• Provides excellent customer service during the delivery all Driver Examination Services.
• Providing information and assistance to applicants for all classes of licences.
• Reviewing applicant information to determine eligibility for a variety of classes of licences.
• Conducting vision screen testing, photographing of applicants, and administering written and/or oral knowledge testing.
• Scheduling and dispatching road tests and issuing temporary licences.
• Collecting fees for a variety of transactions.
• Investigating problems or errors on the driver record and initiating corrections.
• Comply 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 relevant to this position as may be required.

Health and Safety

• Ensures the ongoing maintenance of 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

• Comply 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.

Qualifications

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.
• To ensure the fair and proper issuance of an Ontario Driver’s Licence.

Education / Certifications

• Successful completion of the Customer Service Agent training program
• GED or high school diploma as a minimum
• Fluency in French and English
• 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 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.
• 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.
• Strong judgement and decision-making skills.

Other

• Knowledge and understanding of driving and assessment, driving test policies and standards, requirements of the driving test.
• Assessment skills: observe accurately, monitor and evaluate performance; ensure uniformity and consistency.
• Quality of service: communicate expectations and provide clear feedback about test results.
• Fostering Change, Thoroughness, Decisiveness, Stress Management, Personal credibility.

Requirements & Work Conditions

• Mental and physical effort details: Mental and Physical effort as described in original descriptions.
• Working conditions: Little exposure to disagreeable elements; minor risk of injury, harm, or illness.
• Must pass Criminal Record Check (CPIC); Fingerprint Criminal Record Check.

Additional Information

Employee hours vary based on customer demand and location’s 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 the attendance of a formal training session. If you are unsuccessful at any stage of the training, your employment will end effective immediately.

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.