Customer Service Agent 2-PT-Term-Stratford

SUMMARY/PURPOSE:

• Evaluates an applicant’s eligibility to apply for an Ontario Driver’s Licence.
• Assesses applicants’ identity documents for validity.
• Provides information and assistance related to Driver Examination services.
• To ensure the fair and proper issuance of an Ontario Driver’s Licence.

KEY RESPONSIBILITIES:

• Provides excellent customer service during the delivery all Driver Examination Services.
• Providing information and assistance to applicants for all classes of licences.
• Reviewing applicant information to determine eligibility for a variety of classes of licences.
• Conducting vision screen testing, photographing of applicants, and administering written and/or oral knowledge testing.
• Scheduling and dispatching road tests and issuing temporary licences.
• Collecting fees for a variety of transactions.
• Investigating problems or errors on the driver record and initiating corrections.
• 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.
• Other related duties relevant to this position as may be required.

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.
• Must participate in Initial and maintenance training for Customer Service Agent.

JOB REQUIREMENTS:

EDUCATION /CERTIFICATIONS:

• Successful completion of the Customer Service Agent training program
• GED or high school diploma as a minimum
• Must hold a valid Ontario Class G driver’s licence.

KNOWLEDGE and EXPERENCE:

• 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.
• Intermediate level computer skills required
• 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.

Knowledge and understanding of driving and assessment Driving test policies and standards, requirements of the driving test.

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 licensing 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 2 hrs/day

WORKING CONDITIONS:

• Little exposure to disagreeable elements
• Minor risk of injury, harm, or illness