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EVO Car Share - Member Service Agent

Reference ID: 3192701

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EVO Car Share - Member Service Agent

Position Overview

BCAA is proud to be named one of the 50 Best Employers in Canada 2018!

Evo Car Share

If you are looking for an empowering and progressive place to build your career, then you've landed in the right place at BCAA. With our corporate Head Office in Burnaby and locations around BC, we offer a wide variety of opportunities all across the province. Go the extra mile and share our vision to be the most trusted organization in British Columbia, absolutely famous for doing the right thing.

What is the job?
Evo Car Share is hiring for a Member Service Agent . The Member Service Agent will be a part of our Member Services Call Center located at BCAA's Home Office. This position reports to the Manager, Member Experience supporting a 24/7 operations and will be required to work all shifts including possible weekends.

What is the status?
Regular Part-Time

What are the hours?
Working 20 or more hours per week

Key Responsibilities Include
What you will be doing?
    • Provide timely resolution to inbound/outbound customer inquiries, including concerns and/or issues to ensure customer satisfaction • Maintains communication equipment (Eg. Phone Systems) by reporting problems • Supports projects that will add value to the customer service team (eg. best practices) • Handles escalated customer issues as needed • Establishes and maintains good customer relations with both internal and external customers • Maintains familiarity and stays up-to-date with policies and procedures of the department • Carries out other related team tasks and projects as assigned:
o Customer Emails
o Customer Trip Monitoring
o Other Administrative tasks as assigned

Other duties, as assigned


Minimum Qualifications

What you bring to the role?

Education/Experience
    • 6 months post-secondary Certificate in Business Administration or related field and or combination of experience • 2 years related experience in customer service (preferably in a call center setting)

Other Skills
    • Demonstrated experience providing superior customer service and engaging in client-focused conversations • Has a good knowledge of Vancouver Area • Demonstrated superior communication skills(written/verbal) and ability to effectively communicate with various levels of management, team members and/or outside contacts • Proven ability to find creative solutions to complex and troubleshoot customer situations. • Demonstrated ability to work independently with a minimum of supervision in a fast-paced environment, while effectively managing multiple tasks • Demonstrated organizational, detail orientation, prioritization skills and time management skills • Proven problem solving and analytical skills • Minimum 40 wpm typing skills • Basic CRM Tool Knowledge

Must be able to work flexible shifts that include days, evenings, overnights, weekends and statutory holidays in a 24/7 operation

The Customer Contact Centre is a 7 day / 24 hour operation - candidates must be available for a variety of shifts to cover the hours of operation including day or evening shifts, weekends, and statutory holidays.

Background Check:
As part of the selection process candidates will be required to complete, all or part of the below background and assessment checks:
    • Must successfully pass a background check, which may include a criminal, credit, and credential check. • Must provide driver's abstract with clean driving record • Successfully complete basic computer and systems testing


Division
CBU

Job Status
Regular Part Time (RPT+)

Date Added
8/15/2018

Location Name
Head Office (Burnaby)

Location Name
Burnaby

State/Province
British Columbia [BC]

Pay Class
Hourly plus Incentive Pay

Compensation & Benefits Overview

Posted: November 8, 2018
Closes: January 7, 2019