Member Service Agent (Remote)(Contract) Job at BCAA
Work at an award-winning top employer! If you are looking for an empowering and progressive place to shape your future, 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. Share our purpose to empower British Columbians to move forward.
At BCAA we know we can only be as great as our people, so we are always looking to connect with top talent. BCAA provides you the opportunity to start your career, and the path and foundation to grow it! Whether you are brand new to the call centre environment, or a tenured professional, we’d love to connect with you!
Note: This is contract employment with Kelly Services (Canada) Ltd. (“Kelly Services”), our preferred staffing services provider, working a 37.5-hour work week (please note that we do have part-time positions available as well). Successful applicants will enter into an employment agreement with Kelly Services and be assigned to provide Evo fleet maintenance services as a valued member of the Evo Car Share team.
Please note this is a general requisition for our EVO Call Centre. By applying into this requisition, should you be selected, you will be considered for the Evo Car Share Team! We thank all that apply, but due to a high volume of applications, not all candidates will be contacted.
What is Evo Car Share?
Evo is free floating car sharing which offers members convenient, sustainable transportation from A to B without the stress of buying insurance, paying for gas and parking, and all while reducing their carbon footprint.
With a fleet of over 1600 Vehicles, servicing areas like Vancouver and Victoria, this position supports Evo Car Share in continuing to be BC’s most valued car sharing service!
As we move to the next stage of business development for the car sharing program, we are looking for a Member Service Agent to be part of the Member Services Call Center. This position reports to the Manager, Member Experience.
Team members can work remotely and rotate through a variety of 4/6 (PT) or 8 (FT) hour shifts on a week-by-week basis. We do create the schedule 3 weeks in advance to the following month for work-life balance accommodations.
With Evo being a 24/7 operation, the variety of shifts will look like the following:
- Day Time: Start times can vary between 6am to 11am
- Afternoon: Start times can vary between 12pm and 3pm
- Evening: Start times can vary between 4pm and 6pm
- Graveyards: 10pm onwards
On any given day you will…
- Provide timely resolution to inbound/outbound customer inquiries, including concerns and/or issues to ensure customer satisfaction
- Support projects that will add value to the customer service team (e.g., best practices)
- Handle escalated customer issues as needed with professionalism and empathy
- Establish and maintain good customer relations with both internal and external customers
- Maintain familiarity with policies and procedures of the department
- Work in a fast-paced call centre environment with a high performing team
- Troubleshoot a wide range of issues through various platforms including Evo app, amazon workspace and Evo car sharing software
- Administrative tasks as assigned
What you bring to the role…
- 6 months post-secondary Certificate in Business Administration or related field and/or a combination of education and experience
- 2 years’ experience in customer service (preferably in a call center setting)
- Self-motivated and demonstrated ability to work independently with minimum supervision in a fast-paced environment
- Technical abilities, capable of toggling between multiple platforms and typing min. 40 WPM
- Problem solving and analytical skills to support with member resolution
- Demonstrated experience providing outstanding customer service and engaging in client-focused conversations
- Willingness to go above & beyond and taking a first call resolution approach when dealing with customer inquiries/issues
- Ability to learn and maintain knowledge about trading areas including parking rules
- Demonstrated outstanding communication skills (written/verbal) and ability to effectively connect with various levels of management, team members and/or outside contacts
- Demonstrated organizational, detail orientation, prioritization skills and time management skills
Training Plan to support your success…
Evo provides all necessary training for you to be successful in this role. Training includes:
Fundamentals of Evo Car Share:
- System training
- Mastering processes & procedures
- Learning about the car
- Customer Service training
- Learning the Home Zones & Parking rules (Vancouver and Victoria geographical training)
- Call Shadowing
At Evo Car Share, we pride ourselves on empowering our team members to do great work. To encourage this approach further, we enthusiastically support all learning and growth opportunities as well!
We aspire to be one of the best places to work with those who share our beliefs:
We believe in:
DOING THE RIGHT THING
We stay true to our word, and help British Columbians move forward.
THE POWER OF COMMUNITY
Together, we create a more vibrant, inclusive and connected province for everyone.
PUTTING PEOPLE FIRST
We treat each other with the same care and respect that we treat our Members.
PROTECTING OUR HOME
It's our responsibility to protect life in BC now, and for generations to come.
SHAPING THE FUTURE
We look to new horizons and actively embrace change.
By putting these beliefs in to action each of us will do engaging work with inspiring people and grow personally and professionally.
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