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.

Member Experience Representative (Remote - Contract till February 2024)

Summary:

Reporting to the Manager, Member Experience, as one of BCAA’s Member experience enablers, you build long-lasting relationships with our Members, Fleet Drivers and Approved Contract Service Providers, by delivering outstanding experiences so that BCAA is the most trusted organization in British Columbia.

As part of BCAA’s Road Assist Contact Centre, which services our Members 24 hours a day, 7 days a week, you are a caring service professional who handle s requests for emergency roadside assistance , and other assigned queues . In addition, you are a brand ambassador who sells and renews memberships. You meet and exceed our Member’s expectations each and every time within this telephone-based environment.

Key Responsibilities:

Manage Member requests

• Handle in/outbound calls to meet required BCAA and AAA/CAA service levels and Member satisfaction targets

• Process service requests accurately to ensure Members needs are fulfilled

• Apply the Customer Experience Framework with all member interactions

• Resolve Member concerns by following BCA A’s Member resolution standards. Raise service requests as needed

• Update Member accounts and document Member feedback

• Within a needs-based environment, assist members with their purchase of a BCAA membership, JOA’s, upgrades and renewals and process payments

• Review membership product terms and conditions. Limit errors and omissions

• Refer BCAA Auto Service Centres when appropriate

• Support BCAA products and services to new and renewing members

• Other duties as required

Acquire and maintain product and systems knowledge

• Active learning: Keep up to date with membership knowledge , geographical knowledge, Club policies, terms and conditions and competitor’s product offerings

• Maintain solid understanding of all BCAA membership, best practices, standards, policies , processes and systems

• Attend required BCAA training courses

Scope:

• Operating Budget: None

• Capital Budget: None

• Limits of Authority: None

• Personnel: None

Relationships:

• Reports to: Manager, Member Experience - Road Assist Contact Centre

• Reporting Team: None

• External: Members, BCAA Approved Contract Service Providers, other local towing companies, BCAA’s roadside assistance partners (e.g. Club Auto) and BCAA-supported charities

• Other: Other Road Assist Contact Centre team members, Fleet and Remote Fleet Drivers, BCAA Relationship Managers, other AAA/CAA clubs, , BCAA Service Locations, ASC’s, Member Contact Centre and head office divisions such as Finance, People & Development and Information Services

Qualifications:

Education: Completion of Grade 12

Experience: One year experience interacting with customers in a i n a sales and service environment.

Technical Skills :

• Minimum keyboarding skills of 35 WPM and 5,000 keystrokes per hour

• Ability to apply Google Maps (or similar)

• Solid understanding of MS Office Suite products (Word, Excel, Outlook)

Qualitative Skills:

• Validated customer experience skills

• Strong written and verbal communication skills. Shown ability to clearly articulate information in English to all d em ographics by telephone .

• Validated judgment and decision- making abilities. Must be able to quickly consider costs and benefits in order to make the right decision

• Proven critical thinking abilities within a sophisticated environment . Must be able to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

• Demonstrated ability to work within a team environment

• Demo nstrated active listening skills

• Demonstrated multi-tasking abilities

• A bility to work in a fast-paced environment

• Geographical knowledge of British Columbia, Yukon and immediate surrounding areas

Availability and flexibility to work a variety of shift combinations in a 24/7 operation

Background Check: Must successfully pass a background check, which may include a criminal, credit, and credential check

Preferred Qualifications:

• One year post-secondary education

• Contact C entre experience

• Knowledge of BCAA systems such as D3 , NEAT , Verint and Cisco and/or demonstrated ability to learn proprietary computer programs

• Completion of BCAA Membership and/or Member Resolution training

By applying for this position I am giving BCAA my consent to disclose personal and employee information collected, received, compiled or relied upon in the administration of this job selection to the Canadian Office and Professional Employees Union, Local 378, in the event that a job selection grievance is initiated. This consent is provided pursuant to the B.C. Personal Information and Protection Act, and is intended only for the purpose of providing disclosure for the handling of a grievance arising from this position.

Internal Applicants: Please note that the internal posting closes on August 14 , 2023 and this is a Grade 6 position.