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

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

Job summary

A leading customer service provider in Ontario seeks a Customer Service Agent to evaluate applicants for Ontario Driver's Licences. Responsibilities include providing excellent customer service, conducting vision tests, and assessing eligibility for various licence classes. Candidates must complete training, possess a high school diploma, and be fluent in both French and English. This role requires a passion for public interaction and maintaining safety standards within a dynamic environment, ensuring quality service for all applicants.

Qualifications

• Successful completion of the Customer Service Agent training program.
• Two years of experience demonstrating excellent customer service.
• Knowledge of applicable sections of the Highway Traffic Act.

Responsibilities

• Evaluates applicant eligibility for an Ontario Driver’s Licence.
• Provides excellent customer service during driver examination services.
• Conducts vision screening and administers knowledge tests.

Skills

Excellent customer service skills

Ability to multi-task

Strong judgement and decision-making skills

Education

GED or high school diploma

Fluency in French and English

Valid Ontario Class G driver’s licence

Job description

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.

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, 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 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 safe, healthy, and sustainable working environment at a DriveTest Centre.
• Takes every precaution to contribute to a safe and healthy workplace.
• Demonstrates correct use of equipment, materials and protective devices required by law.
• Stays informed of changes to legislation, regulations, Company policies and procedures.
• Reports unsafe conditions promptly.
• 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.

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 and related regulations.
• 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.

MENTAL AND PHYSICAL EFFORT

• Mental: Moderate intensity at more than 4 hrs/day or high intensity at 2‑4 hrs/day.
• Physical: Low intensity, less than 2 hrs/day.

WORKING CONDITIONS

• Little exposure to disagreeable elements.
• Minor risk of injury, harm, or illness.

BACKGROUND CHECKS

• Must pass Criminal Record Check (CPIC) and Fingerprint Criminal Record Check.

WORK SCHEDULE

• Employee hours vary based on customer demand and location’s operating hours.
• This position may require extended shift hours and possibly Saturday hours during certain periods of the year.
• Formal training sessions include classroom instruction and on-the-job shadowing; failure to complete training results in immediate termination.

APPLICATION & EQUAL OPPORTUNITY

We thank all applicants for their interest. Only candidates selected for an interview will be notified.

Serco Canada Inc. is an equal opportunity employer committed to inclusive, barrier‑free recruitment and selection. We comply with all applicable federal, provincial, and local leave laws and have an accommodation policy for all applicants.