Member Experience Representative in Burnaby, British Columbia

Why BCAA?

Feel proud of what you do and help shape the future of BC at a BC Top Employer. We’re driven by purpose – delivering peace of mind to one in three BC households with insurance, roadside assistance, auto repair, Evo Car Share and Evolve E-Bike Share. With a long history of keeping roads safe and giving back in ways that build stronger communities, we offer a wide variety of meaningful, rewarding careers that move BC forward.

We are hiring a Temporary Full-Time Member Experience Representative with an assignment end date of March 2025.

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

 

What moves you

• You’re patient, kind, and love to help.Making a difference in someone’s 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.

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

• You’re willing to learn and open to feedback. You’ll receive on-the-job training with support from a network of leaders and colleagues.

• You’re 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 you’ll do

• Receive inbound calls from Members and provide the best customer experience. You’ll 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.You’llparticipate in BCAA training courses as required.

What you’ve 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

• You’re 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, Exceland Outlook) with minimum keyboarding skills of 35 WPM and 5,000 keystrokes per hour 

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

• Bonus skills: At least one year of post-secondary education, andknowledge of BCAA systems such as D3, Verint, WorkDay (WD), D2000Admin (Dispatcher), Diamond, NEAT and Amazon Connect and/ordemonstrated 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.

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.

Internal Applicants: Please note that the internal posting closes end of day on October 10 , 2024 and this is a Grade 6 position.

The salary range for this position is $45,406.32 to $56,757.84 and is determined via job-related knowledge, skills, experience, certifications, market demand and internal equity. In 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%.

What we offer:

• The chance to make a difference every day in the lives of British Columbians, BCAA Members and our communities.

• Career and personal development to help you grow and reach your goals.

• Incentives that recognize team and individual sales and performance.

• Flexible benefits to support your health and lifestyle, and wellness dollars* to keep your body, mind and soul thriving.

• A competitive rewards package including salary performance bonus programs, pension plan*, and more to help build your personal wealth.

• Paid time off including vacation, and days for wellness, volunteering, and cultural, spiritual or religious connection.

• BCAA membership, with valuable perks and Member savings on every day and special spending, from gas and coffee to clothes, sports and event tickets, and hotels.

• Meaningful, rewarding work for a BC Top Employer known for putting people first and constantly building a better workplace for all our team members.

*for permanent employees

We’re always looking for amazing people like you. Apply today!

BCAA is an Equal Opportunity Employer, committed to providing accessible, inclusive employment. We have a long-standing partnership with the Presidents Group which strives to increase employment opportunities for people living with disabilities, and champion accessible employment in BC. If you need personalized support through application and recruitment, please contact [email protected] .