Customer Service Agent 3 - Barrie - Full Time - Bilingual (French & English)

Serco Inc. (Barrie ON, Canada) 23 days ago

If you enjoy working with the public in a high energy and dynamic environment - challenging and rewarding job opportunities await you at Serco Canada Inc.

You will be part of a professional team which supports operations at all DriveTest Centres across Ontario on behalf of the Ministry of Transportation. Customer Service Agents are based out of one of our 56 DriveTest Centre locations. Bring your expertise and customer service skills Serco Canada Inc. where challenging and rewarding job opportunities await you!

Serco supports the Ministry of Transportation as a prime for their Driver Examiner Services (DES) contract which supports their DriveTest Centre operations, providing customer information and assisting members of the public at various stages of the driver’s licensing process. Our team of Customer Service Agents engages with customers in a friendly, knowledgeable and professional manner.


You will be part of a team that works closely with the customer and other Serco teams that deliver quality services. Serco’s Regional Managers and individual Site Managers lead the team of Customer Service Agents, offering many years of experience working with our customer and providing the Ministry with excellence in customer care.

This position requires fluency in French and English.

This position is contingent upon your ability to pass Criminal Record Check (CPIC); Fingerprint Criminal Record Check.

In this role, you will:
• Address inquiries in person and on the telephone, providing information about license rules and regulations, verify driver records and provide information regarding test/re-test procedures and

regulations relating to all classes of licenses.
• Investigate problems or errors in license records and initiate corrections.
• Distribute and verify application forms for accuracy and completeness.
• Schedule / dispatch road test appointments, collect applicable fees, provide results and prepare reports.
• Provide information and assistance related to driver examination services.
• Ensure the fair and proper conduct of written examinations, assist in the administration of written examinations, including preparation of test takers entry, invigilate, distribute and collect exam

materials.
• Issue temporary driver’s licenses, and process licensing changes.
• Administer commercial license renewals, including accepting medical examination reports and criminal record checks.
• Identify license exchange privileges and/or test requirements for driver’s license applicants from other countries, provinces, and jurisdictions; assess foreign license eligibility, translations, and

letters of authentication from other countries.
• Capture applicant photos, administer vision tests to ensure minimum requirements are met, and provide referrals to vision specialists.
• Collect applicable fees accurately.
• Create a calm, professional, and supportive environment that enables applicants to perform to the best of their abilities.
• Escalate customer concerns and redirect customers to other government agencies when required.


To be successful in this role, you must have:

  • Fluency level in French and English languages.
  • Valid Ontario class “G” of licence is required.
  • At least four (4) years driving experience, verified based on “date first licenced” indicated on the Ontario driver’s licence.
  • 1-4 years of customer service experience in a service environment is preferred to include, but not limited to:
    • Airline Industry
    • Financial Industry
    • Banking Industry
    • Federal and Local Government Services
    • Healthcare Industry
  • Must have and maintain an acceptable driving record.
  • Intermediate-level computer skills in Microsoft Office are required.
  • Touch-typing and data entry.
  • Must be able to perform physical duties of the position, this may include sitting or standing for extended periods of time and entering and existing vehicles up to 30 times per shift.
  • Must pass Criminal Record Check (CPIC); Fingerprint Criminal Record Check


Employee hours vary based on customer demand and location's operating hours.
This position may require extended shift hours and possibly Saturday hours (depending on location) during certain periods of the year when DriveTest Centre volume is higher.
This position requires the attendance of a formal training session, which includes classroom instruction with experience and qualified trainers and on the job shadowing at a DriveTest Centre facilitated by a coach.

If you are interested in supporting and working with our Customer Service professionals and our passionate Serco team, then submit your application now for immediate consideration. It only takes few minutes and could change your career!

We thank all applicants for their interest. However, only candidates selected for an interview will be contacted.

Serco Canada Inc. an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values, Serco Canada is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. Serco Canada will provide accommodation for applicants in all aspects of the hiring process. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.


Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has approximately 8,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).

Customer Service Agent 3 - Barrie - Full Time - Bilingual (French & English)

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