Temporary Full-Time Member Experience Representative (Remote - 4 Month Contract)

As a Member Experience Representative youll be the caring voice on the other end of the phone when our Members need emergency roadside assistance and/or other BCAA services. Youll collaborate with Fleet Drivers and other service providers to provide exceptional customer service in each and every interaction.

What moves you

• Youre patient kind and love to help. Making a difference in someones 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.

• Youre a problem solver who loves a challenge. Organized yet flexible you thrive in a workplace where no two days are the same.

• Youre willing to learn and open to feedback. Youll receive on-the-job training with support from a network of leaders and colleagues.

• Youre 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 youll do

• Receive inbound calls from Members and provide the best customer experience. Youll 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. Youll participate in BCAA training courses as required.

What youve 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.

• Youre 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 Excel and Outlook) with minimum keyboarding skills of 35 WPM and 5000 keystrokes per hour.

• Proven ability to clearly articulateinformation in English to all demographics by telephone.

• Bonus skills: At least one year of post-secondary education and knowledge of BCAA systems such as D3 Verint WorkDay (WD) D2000 Admin (Dispatcher) Diamond NEAT and Amazon Connect and/or demonstrated 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.

Internal Applicants: Please note that this is a Grade 6 role and the internal posting close date is July 02 2025.

The hourly range for this position is $23.29to $29.11and is determined viajob-related knowledge skills experience certifications market demand and internal equity. In addition to base salary and BCAA benefits this position may be eligible for a performance bonus target of 5% with the opportunity to earn up to 9%.

By applying for this position I am giving BCAA my consent to disclose personal and employee information collected received compiled or relied upon in the administration of this job selection to the Canadian Office and Professional Employees Union Local 378 in the event that a job selection grievance is initiated. This consent is provided pursuant to the B.C. Personal Information and Protection Act and is intended only for the purpose of providing disclosure for the handling of a grievance arising from this position.