Customer Service Agent


Customer Service Agent

Serco Canada Inc.
Location: Smiths Falls, Ontario
Posted: September 19th 2020
Deadline: November 18th, 2020
Salary: $19.01 to $23.56 per hour

Serco Canada Inc. operates all the DriveTest Centres across Ontario on behalf of the Ministry of Transportation.

We are currently recruiting for a Customer Service Agent in Smiths Falls.

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 driver’s 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.

Purpose of the Job:

  • Provides information and assistance related to driver examination services.
  • Reviews information, determines test(s) requirements, and conducts and processes transactions and exams inside the DriveTest Centre.
  • Assists in the smooth and efficient administration of examinations, including preparation of test takers entry, invigilating, the distribution of exam materials, and the collection of examinations.
  • Ensures the fair and proper conduct of examinations.
  • Creates a calm, professional, and supportive environment that enables applicants to perform to the best of their abilities.
  • Provides security guard testing (SGT) examination services support. 

Primary Duties and Responsibilities:

  • Responds to inquiries related to driver licensing, determines applicant status, and provides information regarding test and re-test procedures and regulations relating to all classes of licences.
  • Distributes and verifies application forms for accuracy and completeness.
  • Investigates problems or errors in licence records and initiates corrections.
  • Captures applicant photos, administers vision tests to ensure minimum requirements are met, and provides referrals to vision specialists.
  • Collects applicable fees accurately.
  • Conducts and processes knowledge tests, dispatches road test appointments, provides results, issues temporary driver’s licences and processes licensing changes.
  • Identifies licence exchange privileges and/or test requirements for driver’s licence applicants from other countries, provinces and jurisdictions; assesses foreign licence eligibility, translations and letters of authentication from other countries.
  • Contacts members of the public to communicate information and correct errors.
  • Administers commercial licence renewals, including accepting medical examination reports and criminal record checks.
  • Escalates customer concerns and redirects customers to other government agencies when required.
  • 1-4 years of customer service experience in a service environment is preferred.
  • Valid class G licence is required.
  • Must have at least four years driving experience, verified based on “date first licenced” indicated on the Ontario driver’s licence.
  • Must have and maintain an acceptable driving record.
  • Intermediate-level computer skills in Microsoft Office are required.
  • Touch-typing and data entry.
Additional Information

The majority of employees work only during daytime hours, although occasional evening and weekend work may be required to address any backlogs that arise. Employee hours vary based on customer demand. The summer is our busy season, so employees work full-time hours from June to September, generally. The winter is our slow season, so we reduce employee hours to reflect the lower volumes, generally.

Wage rates for customer service agent positions range from $19.01 to $23.56 per hour, depending on the position classification level and the number of years an employee has been in the role. Benefits eligibility for full-time and part-time employees are outlined in our Collective Agreement. Full-time employees that are eligible will have the option to receive health and dental benefits.  We also offer a matched Retirement Savings Plan (RSP).

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, barrier-free recruitment and selection processes. Consistent with our Values, Serco Canada is committed to providing equitable treatment to all with respect to barrier-free 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.

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Contact Information
Serco Canada Inc.
Smiths Falls, Ontario, Canada

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