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.
