Member Contact Service Advisor

BCAA • Full-time • Surrey, British Columbia, Canada • C$ 46,768.44 - C$ 58,460.52 / year • 3w 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.

We are currently hiring a Member Contact Service Advisor based in our South Surrey Auto Service Centre.

As a Member Contact Service Advisor, you will be one of BCAA’s key Member-facing professionals, delivering exceptional service experiences for our Auto Service Centres. You will be the first point of contact for inbound calls, booking mechanical appointments, resolving Member inquiries, and building lasting relationships grounded in trust. Working within a fast-paced call centre environment, you will help ignite unparalleled Member loyalty and contribute to BCAA being the most trusted organization in British Columbia.

This is an excellent opportunity for a customer-focused professional who thrives in a high-performing team environment and is passionate about delivering first call resolution and outstanding service.

Who you are:

A customer-first professional who builds trust and lasting relationships
Calm, empathetic, and solutions-focused when handling inquiries or escalations
Comfortable working in a fast-paced call centre environment
Highly organized and able to multi-task across multiple systems
A strong communicator who delivers clear and professional interactions
Motivated to meet service, booking, and performance targets
Detail-oriented with strong judgment and critical thinking skills

Once you’re here you’ll:

Answer inbound ASC calls in a timely and professional manner
Book mechanical service appointments and manage scheduling software
Maintain call volume and performance targets as designated
Provide first call resolution wherever possible and handle escalated concerns with professionalism
Inform Members about the status of their vehicle repairs and follow up as required
Establish and maintain strong relationships with internal and external customers
Create referrals for cross-selling BCAA products and services
Update and maintain accurate Member information across applicable systems
Resolve Member concerns in alignment with BCAA’s service and satisfaction standards
Maintain confidentiality and meet required processing standards for accuracy and timeliness
Maintain working knowledge of ASC services, procedures, and systems
Participate in required training and stay current with industry knowledge
Support additional duties such as managing ASC accounts payable, market analysis, and inventory coordination

What you bring:

Completion of Grade 12
Minimum 2 years of experience in a customer service environment
Minimum 1 year of automotive knowledge or experience
Demonstrated sales productivity and customer service skills
Strong multi-tasking ability and experience toggling between multiple systems
Typing speed of minimum 40 words per minute
Strong interpersonal and communication skills
Ability to work professionally within a fast-paced team environment
Proven judgment, decision-making, and critical thinking skills
Ability to meet booking, sales, retention, and customer satisfaction targets
Strong computer skills with working knowledge of MS Office application

Bonus Skills:

Additional automotive knowledge or industry experience
Experience in a call centre environment
Experience supporting accounts payable or administrative processes

The salary range for this position is $46,768.44 to $58,460.52 and is determined via job-related knowledge, skills, experience, certifications, market demand and internal equity. In addition to base salary and BCAA benefits, this position is eligible for a performance bonus target of 9%, with the opportunity to earn up to 15%.

This Full-Time position is 5 days a week, and is an on-site position based out of our South Surrey Auto Service Centre (BC). Applicants who are not located within commuting distance of our South Surrey Auto Service Centre (16140 24th Avenue, Surrey, BC), or are not looking to relocate to the Lower Mainland region will not be considered.

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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