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

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

Job summary

A leading service provider in North America is seeking a Customer Service Agent for its DriveTest Centres across Ontario. The candidate must deliver excellent customer service during the driver’s licensing process, adhere to safety regulations, and be fluent in both French and English. This role requires strong organizational skills and a positive attitude, essential for handling customer inquiries and conducting necessary assessments. Competitive compensation starts at $23.64 per hour.

Benefits

Competitive hourly rate

Training and development opportunities

Qualifications

• Bilingual in French and English is required.
• Two years of experience delivering high-quality customer service.
• Knowledge of the Highway Traffic Act and related regulations.

Responsibilities

• Provide information and assistance to applicants for all classes of licenses.
• Conduct vision screening and administer tests.
• Schedule road tests and issue temporary licenses.

Skills

Customer service skills

Time management

Judgment and decision-making

Communication

Multi-tasking

Education

GED or high school diploma

Successful completion of Customer Service Agent training

Tools

Intermediate computer skills

Job description

Overview

This role has a starting hourly rate of $23.64 and is based at one of Serco Canada Inc.’s DriveTest Centres across Ontario, working on behalf of the Ministry of Transportation. If you are a positive, professional team player who enjoys working with the public in a high-energy environment, rewarding opportunities await you at Serco Canada Inc.

Customer service agents provide information and assistance to members of the public at various stages of the driver’s licensing process. Responsibilities include responding to inquiries in person and by telephone, providing information about licence rules and regulations, verifying driver records, taking applicant photos, scheduling road test appointments, collecting relevant fees, and preparing reports. Successful candidates will have excellent time management and organizational skills and exercise sound judgment. The ability to work independently, meet deadlines, and strive for customer satisfaction is required.

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 various 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 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 required.

Health and Safety

• Maintains a safe, healthy, and sustainable working environment at a DriveTest Centre and travel points.
• Takes precautions to contribute to a safe and healthy workplace.
• Demonstrates correct use of equipment, materials and protective devices as required by law.
• Stays informed about changes to legislation, regulations, company policies and procedures.
• Reports unsafe conditions and complies with OHSA duties of workers where applicable.

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 ongoing 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.
• Fluency in French and English.
• Valid Ontario Class G driver’s licence.

Knowledge and Experience

• Knowledge of sections of the Highway Traffic Act, related regulations, and applicable government and company policies to provide information and advice to applicants.
• Intermediate level computer skills.
• Two years of experience delivering high-quality customer service.

Skills / Competencies

• Excellent customer service skills; able to handle difficult and complex situations.
• Ability to multi-task and process/manage sensitive personal information.
• Strong judgement and decision-making skills.
• Ability to observe, assess and provide consistent feedback on tests and licensing processes.
• Ability to communicate clearly, tailoring content to audience and context.
• Fostering change, thoroughness, decisiveness, stress management, and personal credibility in the work environment.

Mental and Physical Effort

• Mental: Moderate to high intensity depending on task load.
• Physical: Low to moderate intensity.

Working Conditions

• Low exposure to disagreeable elements; occasional risk of injury, harm, or illness.

Additional Requirements

• Must pass Criminal Record Check (CPIC) and fingerprint checks.
• Employee hours vary based on customer demand and location operating hours; extended shifts and some Saturdays may be required during peak periods.
• Participation in training and on-the-job shadowing; non-passage of training may end employment.

If you are interested in supporting and working with our Customer Service professionals and a passionate Serco team, submit your application now for immediate consideration. It only takes a few minutes and could change your career!

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees work across 100+ sites in Defense, Citizen Services, and Transportation, delivering vital services efficiently while increasing end-customer satisfaction. Serco serves multiple government and commercial clients. For benefits information visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require accommodation in the application process, please email [e-mail] or call 800-628-6458, option 1.

Note: 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, or other legally protected characteristics.