Customer Service Agent

Summary/Purpose

Position Description & Qualifications

• Provides information and assistance related to Driver Examination services.
• Assesses applicants’ identity documents for validity.

Key Responsibilities

• Provides excellent customer service during the delivery all Driver Examination Services.
• Providing information and assistance to applicants for all classes of licences.
• Comply with all regulations, policies and procedures pertaining to the operations including occupational health and safety, environmental, drug and alcohol, and quality.
• Adheres to all Ministry and operational confidentiality requirements.
• Set up headsets for class M road tests, i.e., replace ear plugs, test radio volumes and ensure the radios are secure on applicant, if applicable.
• Ensuring vehicle maintenance prior to examination, if applicable.
• To safely drive the observation car while the Driver Examiner administers a class M road test with the applicant
• Other related duties relevant to this position as may be required.

If Applicable

• To support the invigilation of SGT operations of examination centres by being familiar with the policies and procedures demonstrated within the training received.
• This includes setting up examination rooms and laying out the examination materials in accordance with strict procedures; assisting test takers prior to start of the examination by directing them to their seats and advising them about personal possessions permitted in the examination rooms, responding to administrative requests (i.e. no test content inquiries).

Health And Safety

• Ensures the ongoing maintenance of safe, healthy, and sustainable working environment at a DriveTest Centre including travel points.
• Takes every precaution to contribute to a safe and healthy workplace.
• Demonstrates correct use of equipment, materials and protective devices required by law.
• Demonstrates awareness of and educates self on changes to legislation, regulations, Company policies and procedures.
• Takes the initiative to report unsafe conditions.
• Complies with Part III, Section 27 of the OHSA (Duties of Workers).

Other/Projects

• Comply with Serco Canada Inc. policies and procedures.
• Performs other tasks as assigned by management, including but not limited to special projects.
• Must participate in obtaining any required security measures, as deemed by Serco.

EDUCATION /CERTIFICATIONS:

• GED or high school diploma as a minimum
• Must hold a valid Ontario Class G driver’s licence.

KNOWLEDGE And EXPERENCE

• Two (2) years’ experience with demonstrated excellent customer service.

Skills/Competencies

(Interpersonal Communication, Financial, Managerial, Problem solving):

• Excellent customer service skills, ability to deal with difficult and highly complex situations
• Ability to multi-task.
• Ability to process and manage sensitive personal information.
• Knowledge of applicable sections of the Highway Traffic Act, related regulations, and legislation as well as related government and company policies to provide information and advice to applicants.
• Strong judgement and decision-making skills.
• Intermediate level computer skills in MS Office are required.

Fostering Teamwork - As a team member, the ability and desire to work cooperatively with others on a team.

Managing Performance - The ability to take responsibility for one's own performance, by setting clear goals and expectations, tracking progress against the goals, and address and improve any variances promptly.

Customer Service Focus - The ability to listen to and understand the customer. This includes anticipating customer needs and giving high priority to customer satisfaction.

Assessment skills - Ability to observe accurately, monitor and evaluate overall candidate performance. Uniformity and consistency in assessment. Assimilate information quickly and extract key points.

Quality of service - Ability to establish and communicate what the candidate can expect during testing process. Ability to communicate clearly, choosing content, style, and language to suit the audience and context and deal with enquiries from candidates. Ability to provide clear feedback about test results.

Fostering Change - The ability to demonstrate support for innovation and for organizational changes needed to improve the organization's effectiveness.

Thoroughness - The ability to ensure that one's own work is complete and accurate. Proven track record of high performance and creating a positive and productive work environment.

Decisiveness - The ability to make difficult decisions in a timely manner.

Stress Management - The ability to keep functioning effectively when under pressure and maintain self-control in the face of hostility or provocation.

Personal credibility - To be responsible, reliable, and trustworthy.

Mental And Physical Effort

• Mental: Activities are moderate intensity at more than 4 hrs/day or high intensity at 2-4 hrs/day
• Physical: Activities are low intensity, less than 4 hrs/day

Working Conditions

• Some exposure to disagreeable elements
• Minor risk of injury, harm, or illness
• Weather related and vehicle exposure

Company Overview

Serco Canada Inc. strives to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves the Canadian Federal and Provincial governments and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple provinces, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.

To review all Serco benefits please visit:

Serco complies with all applicable federal, provincial, and local leave laws This is a Canada-based role and this position is for an existing vacancy, unless stated otherwise in the job description. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: ***email_hidden***.