Customer Service Agent 3B - Downsview- Part Time - Perm - …, Toronto

Overview

Position Description&Qualifications. 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 at 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 opportunities await you at Serco Canada Inc.

Responsibilities

Provide information and assist members of the public at various stages of the driver’s licensing process, in person and by telephone. Respond to inquiries, provide information about licence rules and regulations, verify driver records, take applicant photos, schedule road test appointments, and collect applicable fees.Prepare reports and exercise time management, organizational, and judgment skills. Work independently, meet deadlines, and strive for customer satisfaction. Evaluate applicant eligibility for Ontario Driver’s Licence and assess identity documents for validity. Provide information and assistance related to Driver Examination services and ensure the fair and proper issuance of Ontario Driver’s Licence.Schedule and dispatch road tests and issue temporary licences; collect fees for transactions. Investigate problems or errors on driver records and initiate corrections; comply with regulations, policies and procedures including OH&S, environmental, drug and alcohol, and quality requirements; maintain confidentiality as required by the Ministry. Participate in related duties as required.

Health and Safety

Maintain a safe, healthy, and sustainable working environment at DriveTest Centres and travel points; take precautions to contribute to safety and health in the workplace. Demonstrate correct use of equipment and protective devices; stay informed on changes to legislation, regulations, and company policies; report unsafe conditions.Comply with OHSA duties and related requirements.

Other/Projects

Comply with Serco Canada Inc. policies and procedures. Perform other tasks and participate in special projects as assigned by management; participate in required security measures and training for Customer Service Agents.

Education / Certifications

Successful completion of the Customer Service Agent training program. GED or high school diploma 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, related regulations, and related policies to provide information and advice to applicants. Intermediate computer skills; two (2) years’ experience with demonstrated excellent customer service.

Skills and Competencies

Excellent customer service, ability to handle difficult and complex situations; ability to multitask and manage sensitive personal information. Strong judgement, decision-making, and communication skills; knowledge of driving test policies and standards; ability to observe and assess candidate performance.Quality of service: clear communication about the licensing process, test results, and feedback. Fostering Change, Thoroughness, Decisiveness, Stress Management, Personal credibility.

Physical and Working Conditions

Mental: moderate to high intensity; Physical: low to moderate intensity. Occasional extended or weekend hours based on location and demand; travel as required to DriveTest Centres. Criminal Record Check (CPIC) and fingerprint checks may be required.

Notes

Hours vary based on customer demand and location operating hours. Training and onboarding are required; if training is unsuccessful, employment ends immediately.

#J-18808-Ljbffr