Member Service Representative

Work at an award-winning top employer If you are looking for an empowering and progressive place to shape your future, then you’ve landed in the right place at BCAA. With our corporate Head Office in Burnaby and locations around BC, we offer a wide variety of opportunities all across the province. Share our purpose to empower British Columbians to move forward.
- Note: This is contract will start May/June and end in the beginning of September. You must be available Saturday's and 4 other days between Monday-Friday.
- Summary:_

The Member Service Representative, Service Location is the critical link to our customer’s satisfaction. As one of BCAA’s Member-facing team members, this position is the first and last impression for every Member who enters and leaves our Service location. This position plays a pivotal role in delivering amazing Member experiences by identifying Member needs and seamlessly directing Service Location customer flow.
- Key Responsibilities:_

Coordinates all incoming, waiting and departing Members
- Welcomes all incoming Members
- Engages Members in dialogue to determine their needs and directs Members to the appropriate Service or Insurance Advisor
- Expedites Service Location workflow including promoting appointments and ensuring Members have required documentation/information for the service(s) required
- Proactively coordinates all waiting Members to minimize wait times and ensure an ideal waiting experience; follows up with Advisors as appropriate
- Handles and resolves Members’ concerns and complaints effectively and efficiently
- Thanks all departing Members and ensures that they have had all their needs fulfilled
- Meets all prescribed BCAA and AAA/CAA Member experience goals

Appointment Coordination:

- Answer customer phone calls and schedule appointments
- Oversee and maintain appointment calendar
- Call customers to confirm appointments

Promotes BCAA brand, products and services
- Acts as BCAA ambassador and supports corporate objectives
- Enhances Member value by promoting BCAA Membership, products and services
- Ensures the service location and auto service centre’s waiting area meets BCAA’s Member experience standards

Manages Member/customer accounts
- Distributes BCAA marketing material and Member entitlement products such as maps, tour books and camp guides
- Resolves Member concerns by following BCAA’s Member resolution standards and meeting BCAA and AAA/CAA Member satisfaction goals
- Collects payments as required

Other duties, as assigned
- Adhere to all applicable safety standards along with all operational policies and procedures
- Identify any hazardous or unsafe working conditions. Maintain an overall safe work environment for all team members and in compliance with WorkSafe BC legislation and regulations.
- Qualifications:_

Minimum Qualifications
- Completion of Grade 12
- At least two years’ experience in customer service, preferably in insurance or hospitality
- Demonstrated multi-tasking skills and proven ability to prioritize activities
- Strong interpersonal communication skills with a focus on connecting with others
- Proven customer service and conflict resolution skills
- Ability to maintain composure and a high level of professionalism within a fast-paced team environment
- Proven judgment and decision-making abilities
- Ability to meet prescribed goals and targets
- Strong computer skills with basic knowledge of MS Office Suite Products (Word, Excel, Outlook)

Preferred Qualifications
- One year in an insurance environment
- Completion of Autoplan Essentials and BCAA insurance-related training
- Knowledge of applicable BCAA and ICBC systems
- Demonstrated excellence in geographical knowledge of North America with good map reading skills
- Limited history of Errors & Omissions and in good standing with the Insurance Council of BC
- Ability to speak alternate languages that would support particular market demographics

We aspire to be one of the best places to work with those who share our beliefs:

- We believe in:_

DOING THE RIGHT THING

We stay true to our word, and help British Columbians move forward.

THE POWER OF COMMUNITY

Together, we create a more vibrant, inclusive and connected province for everyone.

PUTTING PEOPLE FIRST

We treat each other with the same care and respect that we treat our Members.

PROTECTING OUR HOME

It's our responsibility to protect life in BC now, and for generations to come.

SHAPING THE FUTURE

We look to new horizons and actively embrace change.

By putting these beliefs in to action each of us will do engaging work with inspiring people and grow personally and professionally.