Member Contact Service Advisor

BCAA; Surrey; On-site; CAD 47,000 - 58,000; Full time

Benefits offered by this job

Performance bonus

Flexible benefits

Paid time off

BCAA membership

Job summary

BCAA is hiring a Member Contact Service Advisor for its South Surrey Auto Service Centre. You will be the first point of contact for members, handling inbound calls, booking mechanical appointments, and resolving inquiries with a focus on first-call resolution.

The role requires customer-service experience, automotive knowledge, and the ability to multitask across several systems. This on-site position offers a competitive salary, benefits, and bonus potential.

Qualifications

• Grade 12 completion required.
• Minimum 2 years in a customer service environment; automotive knowledge preferred.
• Able to multi-task across multiple systems and meet booking, sales, retention, and customer satisfaction targets.
• Typing speed of at least 40 words per minute.

Responsibilities

• Answer inbound ASC calls in a timely and professional manner.
• Book mechanical service appointments and manage scheduling software.
• Maintain call volume and performance targets.
• Provide first call resolution and handle escalated concerns.
• Inform Members about the status of vehicle repairs and follow up as required.
• Establish and maintain strong relationships with internal and external customers.
• Create referrals for cross-selling BCAA products and services.
• Update and maintain accurate Member information across applicable systems.

Skills

Customer service

Automotive knowledge

Multitasking

Communication skills

Typing 40 wpm

Education

Grade 12

Tools

MS Office

Scheduling software

Job description

Why BCAA? Feel proud of what you do and help shape the future of BC at a BC Top Employer. We’re driven by purpose – delivering peace of mind to one in three BC households with insurance, roadside assistance, auto repair, Evo Car Share and Evolve E-Bike Share. With a long history of keeping roads safe and giving back in ways that build stronger communities, we offer a wide variety of meaningful, rewarding careers that move BC forward. We are currently hiring a Member Contact Service Advisor based in our South Surrey Auto Service Centre. As a Member Contact Service Advisor, you will be one of BCAA’s key Member-facing professionals, delivering exceptional service experiences for our Auto Service Centres. You will be the first point of contact for inbound calls, booking mechanical appointments, resolving Member inquiries, and building lasting relationships grounded in trust. Working within a fast-paced call centre environment, you will help ignite unparalleled Member loyalty and contribute to BCAA being the most trusted organization in British Columbia. This is an excellent opportunity for a customer-focused professional who thrives in a high-performing team environment and is passionate about delivering first call resolution and outstanding service.

Who you are:

• A customer-first professional who builds trust and lasting relationships
• Calm, empathetic, and solutions-focused when handling inquiries or escalations
• Comfortable working in a fast-paced call centre environment
• Highly organized and able to multi-task across multiple systems
• A strong communicator who delivers clear and professional interactions
• Motivated to meet service, booking, and performance targets
• Detail-oriented with strong judgment and critical thinking skills

Once you’re here you’ll:

• Answer inbound ASC calls in a timely and professional manner
• Book mechanical service appointments and manage scheduling software
• Maintain call volume and performance targets as designated
• Provide first call resolution wherever possible and handle escalated concerns with professionalism
• Inform Members about the status of their vehicle repairs and follow up as required
• Establish and maintain strong relationships with internal and external customers
• Create referrals for cross-selling BCAA products and services
• Update and maintain accurate Member information across applicable systems
• Resolve Member concerns in alignment with BCAA’s service and satisfaction standards
• Maintain confidentiality and meet required processing standards for accuracy and timeliness
• Maintain working knowledge of ASC services, procedures, and systems
• Participate in required training and stay current with industry knowledge
• Support additional duties such as managing ASC accounts payable, market analysis, and inventory coordination

What you bring:

• Completion of Grade 12
• Minimum 2 years of experience in a customer service environmentMinimum 1 year of automotive knowledge or experience
• Demonstrated sales productivity and customer service skills
• Strong multi-tasking ability and experience toggling between multiple systems
• Typing speed of minimum 40 words per minute
• Strong interpersonal and communication skills
• Ability to work professionally within a fast-paced team environment
• Proven judgment, decision-making, and critical thinking skills
• Ability to meet booking, sales, retention, and customer satisfaction targets
• Strong computer skills with working knowledge of MS Office application

Bonus Skills:

• Additional automotive knowledge or industry experience
• Experience in a call centre environment
• Experience supporting accounts payable or administrative processes

The salary range for this position is $46,768.44 to $58,460.52 and is determined viajob-related knowledge, skills, experience, certifications, market demand and internal equity. In addition to base salary and BCAA benefits, this position is eligible for a performance bonus target of 9%, with the opportunity to earn up to 15%. This Full-Time position is 5 days a week, and is an on-site position based out of our South Surrey Auto Service Centre (BC). Applicants who are not located within commuting distance of our South Surrey Auto Service Centre (16140 24th Avenue, Surrey, BC), or are not looking to relocate to the Lower Mainland region will not be considered.

What we offer:

• The chance to make a difference every day in the lives of British Columbians, BCAA Members and our communities.
• Career and personal development to help you grow and reach your goals.
• Incentives that recognize team and individual sales and performance.
• Flexible benefits to support your health and lifestyle, and wellness dollars* to keep your body, mind and soul thriving.
• A competitive rewards package including salary performance bonus programs, pension plan*, and more to help build your personal wealth.
• Paid time off including vacation, and days for wellness, volunteering, and cultural, spiritual or religious connection.
• BCAA membership, with valuable perks and Member savings on every day and special spending, from gas and coffee to clothes, sports and event tickets, and hotels.
• Meaningful, rewarding work for a BC Top Employer known for putting people first and constantly building a better workplace for all our team members.
• *for permanent employees

BCAA is an Equal Opportunity Employer, committed to providing accessible, inclusive employment. We have a long-standing partnership with the Presidents Group which strives to increase employment opportunities for people living with disabilities, and champion accessible employment in BC.

Together, Let’s Move BC Forward BCAA serves 1 in 3 BC households with industry-leading protection and mobility solutions, including BCAA Home, Car and Travel Insurance, Evo Car Share, Roadside Assistance and full auto repair at BCAA's Auto Service Centres across the province. BCAA also has a long history of keeping our roads safe and giving back in ways that improve the lives of British Columbians and communities throughout our province.

At BCAA, we are a purpose led organization, where we maximize Member value while passionately supporting our team members, our communities, and our planet. Our Vision is to be the most trusted organization in British Columbia, absolutely famous for doing the right thing. We bring peace-of-mind to our Members so they can enjoy life more. Our amazing service creates uniquely memorable experiences and ignite unparalleled loyalty. We have been awarded top employer status for several years in a row as one of the best places to work for those who value integrity, teamwork and sustainability. Each of us grows personally and professionally by doing engaging work with inspiring colleagues.