Customer Service Agent -Full-Time-Burlington

Serco; Burlington; On-site; CAD 55,000 - 75,000; Full time

Job summary

Serco Canada Inc. is seeking a Customer Service Agent at a DriveTest Centre in Ontario to assist applicants applying for licences. You will verify identities, explain licensing processes, and support vision testing, road tests, and knowledge assessments.

Responsibilities include issuing temporary licences, collecting fees, and ensuring regulatory compliance. The role requires a valid Ontario G licence and strong customer service skills in a government service environment.

Qualifications

• Customer service experience in handling inquiries and resolving issues.
• Ability to communicate clearly with applicants and colleagues.
• Familiarity with government services and licensing processes.

Responsibilities

• Evaluate applicants’ eligibility for Ontario Driver’s Licence applications.
• Assess identity documents for validity and completeness.
• Provide information and assistance related to Driver Examination services.
• Ensure fair and proper issuance of licences.
• DeliverDriver Examination services with excellent customer service.
• Review applicant information to determine eligibility for licences.
• Conduct vision screening, photography, and knowledge testing when required.
• Schedule and dispatch road tests and issue temporary licences.
• Collect fees for various transactions.
• Investigate errors on driver records and initiate corrections.
• Comply with safety, confidentiality, and regulatory requirements.
• Participate in training and other duties as assigned.

Skills

Customer service

Interpersonal communication

Problem solving

Multitasking

Data handling

Education

GED or high school diploma

Ontario Class G driver’s licence

Tools

Intermediate computer skills

Job description

Summary/Purpose

Position Description & Qualifications

• 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.

Key Responsibilities

• 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.

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.

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 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

(Interpersonal Communication, Financial, Managerial, Problem solving)

• 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.

Quality of service - Ability to establish and communicate what the candidate can expect during 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.

INTERNAL APPLICANTS ONLY:

The Company will select an applicant who is the most senior applicant provided such applicant has the requisite qualifications, skills, ability, formal training and previous relevant experience established by the Company.

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. While your place may look a little different depending on your role, we know you will find yours here. 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.

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.

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