Customer Service Agent 3 -Dryden- Part Time - Perm - Non -Bilingual

This role has a starting hourly rate of $22.95!

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. If you are a positive and professional team player who enjoys working with the public in a high energy environment rewarding job opportunities await you at Serco Canada Inc.

Customer service agents are responsible for providing information and assisting members of the public at various stages of the drivers 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. Customer service agents must have excellent time management and organizational skills and exercise superior judgment skills. We require individuals who can work independently meet deadlines and strive to achieve customer satisfaction in all aspects of their work.

SUMMARY/PURPOSE:

• Evaluates an applicants eligibility to apply for an Ontario Drivers Licence.
• Assesses applicants identity documents for validity.
• Provides information and assistance related to Driver Examination services.
• To ensure the fair and proper issuance of an Ontario Drivers Licence.

KEY RESPONSIBILITIES:

• Provides excellent customer service during the delivery all Driver Examination Services.
• Providing information and assistance to applicants for all classes of licences.
• Reviewing applicant information to determine eligibility for a variety of classes of licences.
• Conducting vision screen testing photographing of applicants and administering written and/or oral knowledge testing.
• Scheduling and dispatching road tests and issuing temporary licences.
• Collecting fees for a variety of transactions.
• Investigating problems or errors on the driver record and initiating corrections.
• Comply with all regulations policies and procedures pertaining to the operations including occupational health and safety environmental drug and alcohol and quality.
• Adheres to all Ministry and operational confidentiality requirements.
• Other related duties relevant to this position as may be required.

HEALTH AND SAFETY:

• Ensures the ongoing maintenance of safe healthy and sustainable working environment at a DriveTest Centre including travel points.
• Takes every precaution to contribute to a safe and healthy workplace.
• Demonstrates correct use of equipment materials and protective devices required by law.
• Demonstrates awareness of and educates self on changes to legislation regulations Company policies and procedures.
• Takes the initiative to report unsafe conditions.
• Complies with Part III Section 27 of the OHSA (Duties of Workers).

OTHER/PROJECTS:

• Comply with Serco Canada Inc. policies and procedures.
• Performs other tasks as assigned by management including but not limited to special projects.
• Must participate in obtaining any required security measures as deemed by Serco.
• Must participate in Initial and maintenance training for Customer Service Agent.

JOB REQUIREMENTS:

EDUCATION /CERTIFICATIONS:

• Successful completion of the Customer Service Agent training program
• GED or high school diploma as a minimum
• Must hold a valid Ontario Class G drivers licence.

KNOWLEDGE and EXPERENCE:

• 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 experience with demonstrated excellent customer service.

SKILLS/COMPETENCIES

(Interpersonal Communication Financial Managerial Problem solving):

• Excellent customer service skills ability to deal with difficult and highly complex situations.
• Ability to multitask.
• Ability to process and manage sensitive personal information.
• 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.
• Strong judgement and decisionmaking skills.

Knowledge and understanding of driving and assessment Driving test policies and standards requirements of the driving test.

Assessment skills Ability to observe accurately monitor and evaluate overall candidate performance. Uniformity and consistency in assessment. Assimilate information quickly and extract key points.

Quality of service Ability to establish and communicate what the candidate can expect during licensing process. Ability to communicate clearly choosing content style and language to suit the audience and context and deal with enquiries from candidates. Ability to provide clear feedback about test results.

Fostering Change The ability to demonstrate support for innovation and for organizational changes needed to improve the organizations effectiveness.

Thoroughness The ability to ensure that ones own work is complete and accurate. Proven track record of high performance and creating a positive and productive work environment.

Decisiveness The ability to make difficult decisions in a timely manner.

Stress Management The ability to keep functioning effectively when under pressure and maintain selfcontrol in the face of hostility or provocation.

Personal credibility To be responsible reliable and trustworthy.

MENTAL AND PHYSICAL EFFORT:

• Mental: Activities are moderate intensity at more than 4hrs/day or high intensity at24hrs/day
• Physical: Activities are low intensity less than 2hrs/day

WORKING CONDITIONS:

• Little exposure to disagreeable elements
• Minor risk of injury harm or illness

Must pass Criminal Record Check (CPIC); Fingerprint Criminal Record Check

**Employee hours vary based on customer demand and locations operating hours.

**This position may require extended shift hours and possibly Saturday hours (depending on location) during certain periods of the year when Drive Test Centre volume is higher.

**This position requires the attendance of a formal training session which includes classroom instruction with experienced and qualified trainers and onthejob shadowing at a Drive Test Centre facilitated by a coach. If you are unsuccessful at any stage of the training your employment will end effective immediately.

If you are interested in supporting and working with our Customer Service professionals and a passionate Serco team then submit your application now for immediate consideration. It only takes a few minutes and could change your career! We thank all applicants for their interest. However only candidates selected for an interview will be contacted.

Serco Canada Inc. an equal opportunity employer that is committed to inclusive barrierfree recruitment and selection processes. Consistent with our Values Serco Canada is committed to providing equitable treatment to all with respect to barrierfree employment and accommodation without discrimination. Serco Canada will provide accommodation for applicants in all aspects of the hiring process. If you have an accommodation need please contact Human Resources as soon as possible to make appropriate arrangements.

Serco Inc. (Serco) is the Americas division of Serco Group plc. In North America Sercos 9000 employees strive to make an impact every day across 100 sites in the areas of Defense Citizen Services and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military numerous U.S. Federal civilian agencies the Intelligence Community the Canadian government state provincial and local governments and commercial clients. While your place may look a little different depending on your role we know you will find yours here. Wherever you work and whatever you do we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco/na/careers/benefitsofchoosingserco. If you require an accommodation with the application process please email: or call the HR Service Desk atoption 1. Please note due to EEOC/OFCCP compliance Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested this will require presentation of a governmentissued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco please email .

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.