Member Experience Representative - Burnaby, Canada - BCAA

    BCAA
    BCAA Burnaby, Canada

    2 weeks ago

    Default job background
    Full time
    Description

    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.

    As a Member Experience Representative, you'll be thecaring voiceon the other end of the phone when ourMembersneed emergency roadside assistanceand/or other BCAA services. You'll collaborate with Fleet Drivers and other service providers to provide exceptional customer service in each and every interaction.

    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 willing to learn and open to feedback. You'll receive on-the-job training with support from a network of leaders and colleagues.
  • 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 the best customer experience. You'll coordinate the right people and services to quickly support their needs.
  • Promote BCAA memberships and general information about affiliate products and services and process payments.
  • Take the initiative to resolve customer issues, seeking support as needed.
  • Learn and maintain your knowledge about BCAA memberships, BC geography, policies and procedures as well as competitive product offerings.You'llparticipate in BCAA training courses as required.

    • What you've done

  • Completed your high school diploma or have relatable experience.
  • At least one year 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, Exceland 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, andknowledge of BCAA systems such as D3, Verint, WorkDay (WD), D2000Admin (Dispatcher), Diamond, NEAT and Amazon Connect and/ordemonstrated ability to learn proprietary computer programs, and completion of BCAA Membership and/or Member Resolution training.

    • Essential qualifications:

  • 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.