Member Service Agent (Remote)

  • BCAA (The British Columbia Automobile Association)
  • Burnaby, British Columbia, Canada
  • Jul 28, 2022

Job Description

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.

Full vaccination against COVID-19 is a precondition of new employment. A successful candidate offered employment at BCAA will need to provide proof of full vaccination prior to commencing employment. Exemptions permitted under applicable employment and human rights legislation.

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.


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 (Vancouver and Victoria geographical training)
  • Call Shadowing


At Evo Car Share, we pride ourselves on empowering our team members to do great work. To encourage this approach further, we enthusiastically support all learning and growth opportunities as well!

Internal Applicants: Please note that the internal posting closes on August 3, 2022 and therole is a Grade 6 position.

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.