Customer Service Agent 3 - Dryden- Full-Time - Perm - Bilingual (French and English)Serco • Dryden, ON, CA

Customer Service Agent 3 - Dryden- Full-Time - Perm - Bilingual (French and English)

Serco • Dryden, ON, CA

1 day ago

Job type

Full-time

Job description

Customer Service Agent 3 - Dryden - Full-Time - Perm - Bilingual (French and English)

4 days ago Be among the first 25 applicants

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 out of one of our 56 Ontario DriveTest Centres.

Customer service agents are responsible for providing information and assisting members of the public at various stages of the driver’s licensing process. Some of the work includes responding to customer inquiries in person and on the telephone, providing information about licence rules and regulations, verifying driver records, taking applicant photos, scheduling road test appointments, collecting applicable fees, and preparing reports. You must have excellent time management and organizational skills and exercise superior judgment. You are expected to work independently, meet deadlines, and strive to achieve customer satisfaction in all aspects of your work.

SUMMARY / PURPOSE

Evaluates an applicant’s eligibility to apply for an Ontario Driver’s Licence.
Assesses applicants’ identity documents for validity.
Provides information and assistance related to Driver Examination services.
Ensures the fair and proper issuance of an Ontario Driver’s Licence.

KEY RESPONSIBILITIES

Provides excellent customer service throughout all Driver Examination Services.

Assists applicants for all classes of licences.

Reviews applicant information to determine eligibility for a variety of licence classes.

Conducts vision screen testing, photographs applicants, and administers written and / or oral knowledge tests.

Schedules and dispatches road tests and issues temporary licences.

Collects fees for a variety of transactions.

Investigates problems or errors on the driver record and initiates corrections.

Complies with all regulations, policies and procedures pertaining to operations, including occupational health and safety, environmental, drug and alcohol, and quality.

Adheres to all Ministry and operational confidentiality requirements.

Performs other related duties as may be required.

HEALTH AND SAFETY

Ensures the ongoing maintenance of a safe, healthy, and sustainable working environment at a DriveTest Centre.

Contributes to a safe and healthy workplace.

Uses equipment, materials, and protective devices required by law correctly.

Stays informed of changes to legislation, regulations, company policies, and procedures.

Reports unsafe conditions proactively.

Complies with Part III, Section 27 of the OHSA (Duties of Workers).

OTHER / PROJECTS

Complies with Serco Canada Inc. policies and procedures.

Performs other tasks assigned by management, including special projects.

Participates in required security measures, as deemed by Serco.

Participates in initial and ongoing training for Customer Service Agents.

JOB REQUIREMENTS

Successful completion of the Customer Service Agent training program.

GED or high school diploma as a minimum.

Fluency in French and English.

Valid Ontario Class G driver’s licence.

KNOWLEDGE AND EXPERIENCE

Knowledge of applicable sections of the Highway Traffic Act, related regulations, and legislation, as well as related government and company policies to provide information and advice to applicants.

Intermediate level computer skills required.

Two (2) years of demonstrated excellent customer service experience.

SKILLS & COMPETENCIES

Excellent customer service skills, ability to deal with difficult and highly complex situations.

Ability to multi-task.

Ability to process and manage sensitive personal information.

Strong judgement and decision‑making skills.

WORKING CONDITIONS

Little exposure to disagreeable elements.

Minor risk of injury, harm, or illness.

MENTAL & PHYSICAL EFFORT

Mental : Activities are moderate intensity at more than 4 hrs / day or high intensity at 2‑4 hrs / day.

Physical : Activities are low intensity, less than 2 hrs / day.

EMPLOYMENT HOURS

Employee hours vary based on customer demand and location’s operating hours.

Position may require extended shift hours and possibly Saturday hours (depending on location) during periods of higher Drive Test Centre volume.

Requires attendance of a formal training session, including classroom instruction and on‑the‑job shadowing. If unsuccessful at any stage of training, employment ends effective immediately.

CRIMINAL RECORD CHECK

Must pass a Criminal Record Check (CPIC) and Fingerprint Criminal Record Check.

APPLICATION

If you are interested in supporting and working with our Customer Service professionals and a passionate Serco team, submit your application now for immediate consideration. It only takes a few minutes and could change your career!

EEO STATEMENT

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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Customer Service Agent • Dryden, ON, CA

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