Member Service Agent
Burnaby, CA
7h ago

Work at an award-winning top employer! 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.

Aon Hewitt has announced BCAA as a 2019 Platinum Level Best Employer!

What BCAA offers you :

  • It’s not in our nature to brag but we are proud of some of our achievements that recognize great employee culture. Some of our latest awards include being a 2019 Platinum level Best Employer by AON and being recognized as a 2018 Outstanding Workplace by YWCA.
  • Our team members get to make a difference in the lives of our Members and their communities every day.
  • We pride ourselves in being open and transparent and in empowering our people to do great work while serving our Members.
  • We enthusiastically support learning and advancement opportunities for our team members.
  • We are an equal opportunity employer that’s committed to accessible, inclusive employment.
  • Our Regular Full-Time & Part-Time+ (working 20 hours or more per week) status team members are eligible to participate in our amazing Total Rewards Program which offers : Extended Health and Dental, Vision Care, Life Insurance, RRSP matching with company contribution to your pension, access to Incentive Programs, Team Profit Sharing, Employee & Family Assistance Program and more.
  • Team members at our Home Office also get to use our Shared EV (electric vehicle) Program, have access to our subsidized cafeteria and free fitness centre.
  • BCAA's EVO Car Share is looking for a Regular Full-Time Member Service Agent to join their team! This position reports to the Manager, Member Experience supporting a 24 / 7 operations and will be required to work all shifts including possible weekends.

    Key Responsibilities :

  • 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 (e.g. 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 : Customer EmailsCustomer Trip MonitoringOther Administrative tasks as assigned
  • Qualifications : Education / Experience

    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
  • 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.

    Internal Applicants : Please note the internal posting will close on October 11, 2019 and this is a grade 6 position. After this date, the internal posting will remain open however you will be considered with external candidates.

    We aspire to be one of the best places to work for those who value integrity, teamwork and sustainability. Each of us will grow personally and professionally by doing engaging work with inspiring people.

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