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BCAA is Hiring Member Service Representatives Across BC!

Reference ID: REQ-273

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Work at one of the 50 best employers in Canada! If you are looking for an empowering and progressive place to build your career, 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. Go the extra mile and share our vision to be the most trusted organization in British Columbia, absolutely famous for doing the right thing.

Aon Hewitt has announced BCAA as a 2019 Platinum Level Best Employer!

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 a 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.
  • Team members at our Home Office also get to use our Shared EV (electric vehicle) Program, have access to our subsidized cafeteria and free fitness centre.

Position Overview:

BCAA is hiring Temporary Full-Time and Temporary Part-Time Member Service Representatives over the summer for various locations across BC! If you have proven customer service skills and looking to join an organization that believes in providing amazing experiences for customers, apply today! Please note that our Member Service Representatives will be paid approximately $17.00 per hour and would be starting on one of the following intake dates: May 8th, May 22nd, and June 19th.

The following service locations are hiring!

Lower Mainland & Fraser Valley
  • West Vancouver
  • Kerrisdale
  • Cambie Village
  • Coquitlam
  • Richmond
  • South Surrey
  • Surrey
  • Langley
  • Chilliwack

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
  • Facilitates and 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 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.

Minimum 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

Apply today!

We aspire to be one of the best places to work for those who value integrity, teamwork and sustainability. Each of us will grow personally and professionally by doing engaging work with inspiring people.

Posted: April 22, 2019
Closes: June 21, 2019