EVO Car Share - Member Service Agent
British Columbia Automobile Association
Burnaby, BC

Aon Hewitt has announced BCAA as a Platinum Best Employer for 2019

Evo Car Share

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.

What is the job?

Evo Car Share is hiring for a Member Service Agent. The Member Service Agent will be a part of our Member Services Call Center located at BCAA's Home Office. This position reports to the Manager, Member Experience supporting a 24/7 operations and will be required to work all shifts including possible weekends.

What is the status?

Regular Full-Time

What are the hours?

37.5 hours per week

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 announced as a Platinum Best Employer for 2019 and Top 50 Employers for Young People - 2015.

  • Great compensation packages, including bonus
  • We enthusiastically support learning and advancement opportunities for our team members offering, Automotive Apprenticeship and Leadership Development programs.
  • We have an 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.
  • 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 are an equal opportunity employer that's committed to accessible, inclusive employment.

What you will be doing?

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 (eg. 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:
o Customer Emails

o Customer Trip Monitoring

o Other Administrative tasks as assigned

Other duties, as assigned


What you bring to the role?


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

Must be able to work flexible shifts that include days, evenings, overnights, weekends and statutory holidays in a 24/7 operation

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.

Background Check:
As part of the selection process candidates will be required to complete, all or part of the below background and assessment checks:

Must successfully pass a background check, which may include a criminal, credit, and credential check.
Must provide driver's abstract with clean driving record
Successfully complete basic computer and systems testing