Member Service Representative

BCAA • Full-time • Courtenay, British Columbia, Canada • 1w ago

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.

Position Description:

Position Title: Member Service Representative, Service Location

Reports to: Assistant Manager or Manager, Service Location

Location/Department: CXO

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
Monitor the service location email account
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.

Relationships:

Reports to: Assistant Manager or Manager, Service Location
External: Members, Insurance Council of BC, Insurance Brokers Association of BC (IBABC), ICBC, BCAA approved suppliers and community business associates
Other: Various BCAA management, other location team members, and team members in P&D, Payroll, Marketing, Underwriting

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

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 HRAccommodations@bcaa.com.

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