Member Service Agent
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Job Description
Remote Member Service Agent supporting Evo car-sharing members through phone, email, and live chat. Resolving inquiries and issues for BCAA’s British Columbia mobility service.
Responsibilities:
- Support Evo members as a front-line Member Service Agent and Evo ambassador
- Operate within a virtual 24/7 call centre environment
- Address Member inquiries and resolve issues quickly
- Provide customer service through phone, email, and live chat
- Identify opportunities to empower Members and build long-lasting relationships
- Perform administrative tasks based on evolving departmental business needs
- Participate actively in job-specific training
- Work flexible day, afternoon, or evening shifts, potentially including weekdays, weekends, and statutory holidays
Requirements:
- At least six months of a post-secondary certificate in Business Administration or related field, and/or a combination of education and experience
- At least two years’ experience in customer service, preferably in a call center setting
- Strong technical skills and willingness to learn PowerBI, Verint, Service Now, Amazon Connect, Workplace, Google Maps, and EVO Car Sharing Software
- Rapid-fire typing skills of 40 wpm are a bonus
- Initiative and ability to deliver exceptional customer service
- Positive energy and ability to thrive in a fast-paced environment
- Creative problem-solving skills
- Strong analytical and organizational skills
- Active listening and sympathetic, empathetic customer interactions
- Openness to flexible shift work
- Availability potentially required on weekdays, weekends, and statutory holidays
- Ability to work remotely as part of a virtual 24/7 call centre
- Successful completion of a background check, potentially including criminal, identification, and reference checks
Benefits:
- Shift differentials after 6pm and on Sundays
- BCAA benefits
- Performance bonus target of 5%, with the opportunity to earn up to 9%
- Wellness account
- Flexfits Benefits Program
- Health care spending account
- Pension plan
- Other perks and programs to help build personal wealth
- BCAA membership with access to deals and discounts
- Learning and growth opportunities
- Career advancement and personal development programs
- Flexible work environment
- Work-life balance support
- Accessible, inclusive employment
- Personalized support through application and recruitment for people needing accommodation
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