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Title Member Experience Representative
Job ID MER_CANDPOOL
Position Overview
  • Are you able to work in a 24/7 shift-work environment?
  • Are you available to work in the evenings, weekends and holidays?
 
If you said yes to the above, then this might be a great career opportunity for you!!!
 
Our Road Assist Contact Centre is a 24/7 operation that supports the needs of BCAA members throughout the province of British Columbia.
 
Currently, our Road Assist Department is accepting applicants for Temporary Part-Time (working 20 or more hours per week for 6 months) Member Experience Representatives. The successful candidate will be required to work a variety of shifts, including evenings, weekends and holidays.
 
Reporting to the Manager, Member Experience, the incumbent will be responsible for delivering BCAA Roadside Assistance benefits and solving member mobility situations or needs, assisting members through the sales and renewal process, and presenting upgrade options based on specific member situational needs. 
 
In addition to a resume, candidates must present a cover letter that demonstrates and exemplifies the following: continuous learning, customer service experience, and technology & phone communication skills.
Key Responsibilities Include
  • Manage Member requests
  • Sell, upgrade and cross-sell BCAA products and services to new and renewing Members
  • Acquire and maintain product and systems knowledge
Minimum Qualifications

Education: Completion of Grade 12

 
Experience: One year experience interacting with customers in a in a sales and service environment.
 
Technical Skills:
·         Minimum keyboarding skills of 35 WPM and 5,000 keystrokes per hour
·         Intermediate knowledge of MS Office Suite products (Word, Excel, Outlook)
 
Qualitative Skills:
·         Proven customer experience skills
·         Strong written and verbal communication skills. Proven ability to clearly articulate information in English to all demographics by telephone.
·         Proven judgment and decision-making abilities. Must be able to quickly consider costs and benefits in order to make appropriate recommendations.
·         Proven critical thinking abilities. Must be able to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
·         Demonstrated ability to work within a team environment
·         Demonstrated active listening skills
·         Proven accuracy and attention to detail
·         Demonstrated multi-tasking abilities and ability to work in a fast-paced environment
 
Availability and flexibility to work a variety of shift combinations in a 24/7 operation.
 
Background Check: Must successfully pass a background check, which may include a criminal, credit, and credential check
 
Preferred Qualifications:
  • One year post-secondary education
  • Contact centre experience
  • Knowledge of BCAA systems such as D2000, Diamond, NEAT and Cisco and/or demonstrated ability to learn proprietary computer programs
  • Completion of BCAA Membership and/or Member Resolution training
  • Geographical knowledge of British Columbia
  • Demonstrated ability to generate sales leads or sales
Division ERS
Job Status Temp Part Time (TPT+)
Branch/ Location Road Assist Contact Centre (Burnaby)
City Burnaby
State/Province British Columbia [BC]
Compensation & Benefits Overview
At BCAA, we offer competitive compensation packages and excellent career advancement opportunities. To find out more, ask the hiring managers during your interview.  
 
PLEASE NOTE THAT THIS JOB POSTING WILL REMAIN OPEN UNTIL THE POSITION IS FILLED.
 
BEFORE APPLYING FOR A POSITION, CLICK ON THE VIEW JOBS SECTION TO ENSURE THIS POSTING IS ACTIVE.
 
Did You Know: BCAA provides four hours of paid time off through the new BCAA Volunteer Program to help the charity of your choice?
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