Acting Senior Member Experience Representative

BCAA • Burnaby, BC

6d • Remote

About The Position

As a Senior Member Experience Representative, you’ll be one of the caring voices on the other end of the phone when Members need assistance. You will also dispatch services to support Members and train new team members to set them up for success. This is an assignment until October 2027. Team members will work remotely as part of a virtual 24/7 call centre and participate in a shift bid process. The shift bid process is seniority based (Length of Service / Hire Date), and shift work. Team Members will select two six-month schedules (Jan – May & June – Dec). Given the shift bid process is based on seniority, is seniority based, and most shifts have been selected, new external employees will be assigned shifts that support individual gaps in scheduling. We offer shift differentials after 6pm and on Sundays. We may require availability on statutory holidays, weekdays, and weekends, and as a result, we post the schedule three months in advance. This gives team members the flexibility to work around personal obligations and support their work-life balance.

Requirements

• Completed your high school diploma or have relatable experience.
• At least two years of customer service experience in a sales and service environment and/or contact centre.
• Comfortable using Google Maps or similar navigation applications with geographical knowledge of British Columbia, Yukon and immediate surrounding areas.
• Working knowledge of MS Office (Word, Excel and Outlook) with minimum keyboarding skills of 35 WPM and 5,000 keystrokes per hour.
• Proven ability to clearly articulate information in English to all demographics by telephone.
• One year of experience as a BCAA member experience representative (formerly called customer experience representative) or equivalent position.

Nice To Haves

• At least one year of post-secondary education
• Proven ability to generate sales leads or sales
• Knowledge of BCAA systems such as D3, Verint, WorkDay (WD), D2000 Admin (Dispatcher), Diamond, NEAT and Amazon Connect and/or demonstrated ability to learn proprietary computer programs
• Completion of BCAA Membership and/or Member Resolution training.

Responsibilities

• Receive inbound calls from Members and provide an exceptional customer experience.
• Coordinate the right people (including BCAA fleet drivers and approved contract service providers) and services to quickly support their needs.
• Deepen Member relationships by thoroughly reviewing and renewing memberships and cross-selling other BCAA products and services.
• Take the initiative to resolve customer issues, seeking support as needed.
• Provide relief coverage for other dispatchers and dispatch assistants; monitor status of calls to meet/exceed target service timelines.
• Train new team members, supporting their learning and development.
• Maintain and increase your knowledge about BCAA memberships, policies and procedures as well as competitive product offerings.
• Participate in BCAA training courses as required.

Benefits

• Career and personal development to help you grow and reach your goals.
• Incentives that recognize team and individual sales and performance.
• Flexible benefits to support your health and lifestyle, and wellness dollars to keep your body, mind and soul thriving.
• A competitive rewards package including salary performance bonus programs, pension plan, and more to help build your personal wealth.
• Paid time off including vacation, and days for wellness, volunteering, and cultural, spiritual or religious connection.
• BCAA membership, with valuable perks and Member savings on every day and special spending, from gas and coffee to clothes, sports and event tickets, and hotels.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees