Customer Contact Representative Ii

We look forward to hearing from you

**Position Highlights**

Bring your high energy and enthusiasm to our fast-paced contact centre where achieving First Call Resolution is a key customer service target. The Customer Contact Representative will provide first contact customer service for a diverse range of enquiries related to motor vehicle registration, claims, licensing, insurance and road safety initiatives.

Exceptional customer service skills along with the ability to multi-task and think critically are essential. Strong analytical, listening, questioning, and organization skills are also required. Previous contact centre experience is strongly preferred. A Chartered Insurance Professional (CIP) designation would be an asset, as would knowledge of driver services, claims, insurance and/or road safety initiatives. Please note these positions require sitting for extended periods of time and wearing a telephone headset.

Shifts will be scheduled within our hours of operation. Current operational hours are as follows:

- Monday to Friday from 8:00 am to 6:05 pm
- Saturdays 9:00am to 5:05pm
- You have:_
- A genuine interest in working with other people to seek out solutions and help solve issues in a professional and efficient manner.
- An interest in working on the phone to support callers’ enquiries on a wide variety of issues.
- The ability to be flexible and agile in assisting over the phone with the rollout of new services and initiatives.
- The willingness to access systems and documents during a call, take relevant notes, and relay information.
- A desire to be an active and engaged partner working with our customers or brokers to deliver quality service.

**Position Requirements**
- As a successful applicant, you will have:_
- Previous contact centre / customer service experience is strongly preferred.
- Excellent communication skills.
- Strong analytical, listening, questioning, and organizational skills.
- The ability to sit for extended periods of time.
- The ability to manage incoming queries in a busy, fast-paced environment.
- Knowledge of driver services, claims, insurance and/or road safety initiatives would be considered an asset.

**Application Requirements**
- Successful completion of a data entry and listening test is required.

**About us**:
At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

**Work arrangements defined**:

- **
Resident**- you will work at your primary in-office headquarters on all scheduled work days.
- ** Hybrid 8**- you will work a minimum of 8 days in a 4-week period at your primary office headquarters (typically 2 days per week). The remaining days will be remote within British Columbia.
- ** Hybrid 10**- you will work a minimum of 10 days in a 4-week period at your primary office headquarters (typically one week in/one week out or up to 3 days per week). The remaining days will be remote within British Columbia.
- ** Mobile**- you will work a significant amount of time in the field, in addition to working from an office and optionally working remotely within British Columbia.

IND1