Acting Senior Member Experience Representative

As aSeniorMember Experience Representativeyoullbe one of the caring voiceson the otherendof the phone whenMembersneedassistance. You willalso dispatch services to support Membersandtrainnew team membersto set them up for success.

What moves you:

• Yourepatientkindandlove tohelp. Making a difference in someones day makes your day too!

• You work well under pressure. You can juggle multiple prioritieswhile keepingcalm and politein a fast-paced environment.

• Yourea problem solver who lovesa yetflexibleyouthrive in a workplace whereno two days are the same.

• Yourea natural teachersharing yourknowledge andexpertisewith yourteam throughtraining and learning opportunities.

• Youreready to drive your career. Youenjoytaking on new challenges and responsibilities.

• Yourea team player who loves helping others and contributing to your community.

• Remote work is for you. You have a dedicated space in your home towork independently.

Whatyoulldo:

• Receive inbound calls from Members andprovidean exceptionalcustomer the right people(includingBCAA fleetdriversand approved contract service providers)andservices toquicklysupport their needs.

• Deepen Member relationshipsbythoroughly reviewing and renewing memberships and cross-selling other BCAA products and services.

• Takethe initiative to resolvecustomer issuesseeking support as needed.

• Providerelief coverage for other dispatchers and dispatch assistants; monitor status of callstomeet/exceed target service timelines.

• Trainnew team members supporting theirlearning and development.

• Maintain and increaseyour knowledge about BCAA membershipspoliciesand procedures as well as competitive product BCAAtraining courses asrequired.

Whatyouvedone:

• Completed your high school diploma or haverelatableexperience.

• At least two years of customer service experience in a sales and service environmentand/orcontactcentre.

• Yourecomfortable usingGoogle Maps or similarnavigation applicationswith geographical knowledge of British ColumbiaYukonand immediate surrounding areas.

• Working knowledge ofMS Office (WordExceland 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 educationproven ability to generate sales leads or salesandknowledge of BCAA systems such asD3 VerintWorkDay(WD)D2000Admin(Dispatcher) Diamond NEAT andAmazon Connectand/ordemonstratedability to learn proprietary computer programsand completion of BCAA Membership and/or Member Resolution training.

Otherqualifications:

• One year of experience as a BCAA member experience representative (formerly called customer experience representative) or equivalent position.

• Team members will work remotely as part of a virtual 24/7 callcentreandparticipatein 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 isseniority 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.

By applying for thispositionI am giving BCAA my consent todisclosepersonal and employee information collected receivedcompiledor relied upon in the administration of this jobselectionto the Canadian Office and Professional Employees Union Local 378in the event thata job selection grievance consent isprovidedpursuant tothe B.C. Personal Information and ProtectionAct andis intended only for the purpose ofprovidingdisclosure for the handling of a grievance arising from this position.

The salary range for this position is $51453.60to $64317.00 and isdeterminedviajob-related knowledge skills experience certifications marketdemandand internal addition to base salary and BCAA benefits this position is eligible for a performance bonus target of 5% with the opportunity to earn up to 9%.

Internal Applicants: Please note that this is a Grade 7 role and the internal posting will close on April 23 2026.