User experience Jobs in Surrey, BC

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.

Our RACC team is currently looking for an Acting Senior Member Experience Representatives (assignment until October 2027)!

As a Senior Member Experience Representative, you’ll be one of the caring voices on the other end of the phone when Members need assistance. You will also dispatch services to support Members and train new team members to set them up for success.

What moves you:

• You’re patient, kind, and love to help. Making a difference in someone’s day makes your day too!

• You work well under pressure. You can juggle multiple priorities while keeping calm and polite in a fast-paced environment.

• You’re a problem solver who loves a challenge. Organized yet flexible, you thrive in a workplace where no two days are the same.

• You’re a natural teacher, sharing your knowledge and expertise with your team through training and learning opportunities.

• You’re ready to drive your career. You enjoy taking on new challenges and responsibilities.

• You’re a team player who loves helping others and contributing to your community.

• Remote work is for you. You have a dedicated space in your home to work independently.

What you’ll do:

• Receive inbound calls from Members and provide an exceptional customer experience. You’ll coordinate the right people (including BCAA fleet drivers and approved contract service providers) and services to quickly support their needs.

• Deepen Member relationships by thoroughly reviewing and renewing memberships and cross-selling other BCAA products and services.

• Take the initiative to resolve customer issues, seeking support as needed.

• Provide relief coverage for other dispatchers and dispatch assistants; monitor status of calls to meet/exceed target service timelines.

• Train new team members, supporting their learning and development.

• Maintain and increase your knowledge about BCAA memberships, policies and procedures as well as competitive product offerings. You’ll participate in BCAA training courses as required.

What you’ve done:

• Completed your high school diploma or have relatable experience.

• At least two years of customer service experience in a sales and service environment and/or contact centre.

• You’re comfortable using Google Maps or similar navigation applications with geographical knowledge of British Columbia, Yukon and immediate surrounding areas.

• Working knowledge of MS Office (Word, Excel and Outlook) with minimum keyboarding skills of 35 WPM and 5,000 keystrokes per hour.

• Proven ability to clearly articulate information in English to all demographics by telephone.

• Bonus skills: At least one year of post-secondary education, proven ability to generate sales leads or sales, and knowledge of BCAA systems such as D3, Verint, WorkDay (WD), D2000 Admin (Dispatcher), Diamond, NEAT and Amazon Connect and/or demonstrated ability to learn proprietary computer programs, and completion of BCAA Membership and/or Member Resolution training.

Other qualifications:

• One year of experience as a BCAA member experience representative (formerly called customer experience representative) or equivalent position.

• Team members will work remotely as part of a virtual 24/7 call centre and participate in a shift bid process.

• The shift bid process is seniority based (Length of Service / Hire Date), and shift work.

• Team Members will select two six-month schedules (Jan – May & June – Dec).

• Given the shift bid process is based on seniority, is seniority based, and most shifts have been selected, new external employees will be assigned shifts that support individual gaps in scheduling.

• We offer shift differentials after 6pm and on Sundays.

• We may require availability on statutory holidays, weekdays, and weekends, and as a result, we post the schedule three months in advance. This gives team members the flexibility to work around personal obligations and support their work-life balance.

The salary range for this position is $51,453.60 to $64,317.00 and is determined via job-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 5%, with the opportunity to earn up to 9%.