BCAA Looking for Customer Service Representative – Marketplace at Burnaby, British Columbia, Canada Full Time

Feel proud of what you do and help shape the future of BC at a BC Top Employer. We’re driven by purpose – delivering peace of mind to one in three BC households with insurance, roadside assistance, auto repair, Evo Car Share and Evolve E-Bike Share. With a long history of keeping roads safe and giving back in ways that build stronger communities, we offer a wide variety of meaningful, rewarding careers that move BC forward.

We are currently hiring a Customer Service Representative for our Peer-to-Peer Marketplace based in our Burnaby, BC Head Office.

The Peer-to-Peer (P2P) Marketplace team is looking for a Customer Service Representative who will provide excellent service and care to the BCAA Members and non-members who use our existing and upcoming marketplace platforms. This is an exciting opportunity for a dedicated, friendly and customer-oriented individual interested in supporting a new business venture in the peer-to-peer space.

Who you are:

• You have a keen eye for detail and excellent listening, analytical and troubleshooting skills.
• You work well under pressure. You balance multiple priorities and work efficiently within deadlines.
• A problem solver who loves a challenge. Organized yet flexible, you thrive in a workplace where no two days are the same.
• You’re dedicated to providing an outstanding customer service experience.
• You enjoy working independent and can proactively resolve issue and complete tasks
• A fast-paced environment with shifting priorities is no problem for you.
• A teammate who loves helping others and contributing to your community. Making a difference in someone’s day makes your day too!
• You are an effective communicator with the ability to build positive relationships at all levels across the organization.

Once you’re here, you will:

• Handle inbound / outbound customer service requests (email, phone, chat) to meet required BCAA Marketplace service levels and customer satisfaction targets.
• Troubleshoot and resolve service requests accurately and efficiently
• Escalate customer services requests as needed
• Review reported BCAA Marketplace listings and / or buyer / seller profiles
• Moderate user-generated content and conversations on BCAA Marketplace
• Assist with maintenance of product and service inventory
• Recommend value-added services offered to customers.
• Manage refunds and payment issues.
• Partner with internal and external technical support and development teams to resolve system issues reported by customers.
• Assist reporting manager with collating customer feedback to inform process or product improvements.
• Stay up to date with new systems functionality and changes, including differentiation from competitor’s product offerings
• Execute special projects as needed to support daily operations and user engagement.
• Implement process and system enhancements to provide exceptional customer experiences and improve productivity within the department.
• Test system enhancements, breaks and fixes, and report quality assurance failures.

What you bring:

• Certificate in Business Administration, Operations or related
• a minimum of 2 years customer service experience or equivalent combination of education and experience
• Intermediate knowledge of MS/ Office Suite (Word, Excel, Outlook)
• Minimum typing speed 40 WPM
• Basic CRM Tool Knowledge

Bonus Skills!

• Marketplace or P2P customer service experience
• Experience in a startup or new venture environment

The salary range for this position is $43,870.80 to $54,838.44  and is determined via job-related knowledge, skills, experience, certifications, market demand and internal equity. In addition to base salary and BCAA benefits, this position is eligible for a performance bonus target of 5%, with the opportunity to earn up to 9%.

Internal Applicants: Please note that this is a Grade 6 role and the internal posting will close on May 24, 2024.

What we offer:

• The chance to make a difference every day in the lives of British Columbians, BCAA Members and our communities.
• 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.
• Meaningful, rewarding work for a BC Top Employer known for putting people first and constantly building a better workplace for all our team members.
• for permanent employees

We’re always looking for amazing people like you. Apply today!

BCAA is an Equal Opportunity Employer, committed to providing accessible, inclusive employment. We have a long-standing partnership with the Presidents Group which strives to increase employment opportunities for people living with disabilities, and champion accessible employment in BC. If you need personalized support through application and recruitment, please contact HRAccommodations@bcaa.com.