Member Service Agent

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 together mobilize a brighter future for all and help British Columbians down’s life’s many roads.
- BCAA has been named one of BC’s Top Employers 2021
- What BCAA offers you:
- It’s not in our nature to brag but we are proud of some of our achievements that recognize great employee culture. Some of our latest awards include being named as one of BC's Top Employers 2021, 2019 Platinum level Best Employer by AON and being recognized as a 2018 Outstanding Workplace by YWCA.-
- Our team members get to make a difference in the lives of our Members and their communities every day.-
- We pride ourselves in being open and transparent and in empowering our people to do great work while serving our Members.-
- We enthusiastically support learning and advancement opportunities for our team members.-
- We are an equal opportunity employer that’s committed to accessible, inclusive employment.-
- Our Regular Full-Time & Part-Time+ (working 20 hours or more per week) status team members are eligible to participate in our amazing Total Rewards Program which offers: Extended Health and Dental, Vision Care, Life Insurance, RRSP matching with company contribution to your pension, access to Incentive Programs, Team Profit Sharing, Employee & Family Assistance Program and more.-
- Team members at our Home Office also get to use our Shared EV (electric vehicle) Program, have access to our subsidized cafeteria and free fitness centre.- What is Evo Car Share?
- Evo is free floating car sharing which offers members convenient, sustainable transportation from A to B without the stress of buying insurance, paying for gas and parking, and all while reducing their carbon footprint.
- With a fleet of over 1600 Vehicles, servicing areas like Vancouver and Victoria, this position supports Evo Car Share in continuing to be BC’s most valued car sharing service
- As we move to the next stage of business development for the car sharing program, we are looking for a Member Service Agent to be part of the Member Services Call Center. This position reports to the Manager, Member Experience.
- Team members can work remotely and rotate through a variety of 4, 6 or 8 hour shifts on a month-by-month basis.
- With Evo being a 24/7 operation, the variety of shifts will look like the following:
- Day Time: Start times can vary between 6am to 11am-
- Afternoon: Start times can vary between 12pm and 3pm-
- Evening: Start times can vary between 4pm and 6pm-
- Graveyards: 10pm onwards- On any given day you will- Provide timely resolution to inbound/outbound customer inquiries, including concerns and/or issues to ensure customer satisfaction-
- Support projects that will add value to the customer service team (e.g., best practices)-
- Handle escalated customer issues as needed with professionalism and empathy-
- Establish and maintain good customer relations with both internal and external customers-
- Maintain familiarity with policies and procedures of the department-
- Work in a fast-paced call centre environment with a high performing team-
- Troubleshoot a wide range of issues through various platforms including Evo app, amazon workspace and Evo car sharing software-
- Administrative tasks as assigned- What you bring to the role- 6 months post-secondary Certificate in Business Administration or related field and/or a combination of education and experience-
- 2 years’ experience in customer service (preferably in a call center setting)-
- Self-motivated and demonstrated ability to work independently with minimum supervision in a fast-paced environment-
- Technical abilities, capable of toggling between multiple platforms and typing min. 40 WPM-
- Problem solving and analytical skills to support with member resolution-
- Demonstrated experience providing outstanding customer service and engaging in client-focused conversations-
- Willingness to go above & beyond and taking a first call resolution approach when dealing with customer inquiries/issues-
- Ability to learn and maintain knowledge about trading areas including parking rules-
- Demonstrated outstanding communication skills (written/verbal) and ability to effectively connect with various levels of management, team members and/or outside contacts-
- Demonstrated organizational, detail orientation, prioritization skills and time management skills- Training Plan to support your success
- Evo provides all necessary training for you to be successful in this role. Training includes:

- Fundamentals of Evo Car Share:
- System training-
- Mastering processes & procedures-
- Learning about the car-
- Customer Service training-
- Learning the Home Zones & Parking rules (Va