Log In
Sign Up
Customer Services & Support
BCAA Hiring for Dispatch Assistant (Remote) at Burnaby, BC Full Time
Work at an award-winning top employer! If you are looking for an empowering and progressive place to shape your future, then you’ve landed in the right place at BCAA. With our corporate Head Office in Burnaby and locations around BC, we offer a wide variety of opportunities all across the province. Share our purpose to empower British Columbians to move forward.
Full vaccination against COVID-19 is a precondition of new employment. A successful candidate offered employment at BCAA will need to provide proof of full vaccination prior to commencing employment. Exemptions permitted under applicable employment and human rights legislation.
BCAA has been named one of BC’s Top Employers 2022!
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.
Dispatch Assistant (Remote / Contract till October 2023)
Summary:
As one of BCAA’s Member experience enablers, you create long-lasting relationships with our Members, Fleet Drivers and Approved Contract Service Providers, by delivering amazing 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 assists in the dispatching of roadside service requests to our fleet or alternate contract service providers throughout B.C and the Yukon. Through this collaboration, you enable an amazing Member experience by maximizing resources and ensuring that our Members are serviced in a timely manner.
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
-
Utilize the Customer Experience Framework with all member interactions
-
Resolve Member concerns by following BCAA’s Member resolution standards. Escalate 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
Dispatch Assistance and Training
-
Update database information for both Members and service provider contact information
-
Update estimated time of arrival based on road closures, weather conditions and volume of requests
-
Trouble-shoot dispatch and communication systems issues with contractors
-
Respond to and assist contractors with data entry of any Member-related information
-
Process payments and update Member records with contractor “wave-downs” – new membership sales and service requests
-
Monitors status of calls in order to meet or exceed time of arrival and received an update satisfaction targets
-
Support the dispatch of calls to meet required BCAA and AAA/CAA service levels and Member satisfaction targets
-
Advise Members of updated time of arrival. Update service providers of any changes to booked service requests.
-
Resolve Member concerns by following BCAA’s Member resolution standards. Escalate service requests as needed.
-
Share feedback and solutions to enhance Member satisfaction, decrease call errors and optimize fulfillment to meet required budget targets
-
Initiate actions to prevent service failures and solve problems to ensure prompt quality service
-
Assist in the training of new team members, shares performance feedback and answers team questions
-
Other duties as required
Perform the duties of a Fleet Dispatcher, Night Dispatch and Contract Partner Dispatch (when required)
-
Assign appropriate resources to service Member requests. Calls are organized based on first come/first serve, priority, territory and availability of skilled service providers.
-
Coordinate breaks and end-of shift duties for drivers
-
Manage ratio of distribution of calls to fleet or contractors to meet required target levels
-
Acquire and maintain product and systems knowledge
-
Active learning: Keep up to date with membership knowledge, tow/service driver procedures, geographical knowledge and Club policies, terms and conditions
-
Maintain working knowledge of all BCAA membership, best practices, standards, policies and systems
-
Attend required BCAA training courses
Qualifications:
Education: Completion of Grade 12
Experience: Two years of experience interacting with customers in a in a sales and service environment
Technical Skills:
-
Minimum keyboarding skills of 35 WPM and 5,000 keystrokes per hour
-
Expert knowledge of MS Office Suite products (Word, Excel, Outlook)
-
Geographical knowledge of British Columbia, Yukon and immediately surrounding areas
Qualitative Skills:
-
Proven customer experience skills
-
Strong written and verbal communication skills. Proven ability to clearly articulate information in English to all demographics by telephone.
-
Proven 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 complex 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
-
Demonstrated active listening skills
-
Proven accuracy and attention to detail
-
Demonstrated multi-tasking abilities
-
Ability to work in a fast-paced environment
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:
-
Minimum of 3 years in an operations role within the BCAA Road Assist division, including one year of experience as a BCAA member experience representative (formerly called customer experience representative)
-
One year post-secondary education
-
Contact centre experience
-
Knowledge of BCAA systems such as D2000, Diamond, NEAT, Verint (formerly called Blue Pumpkin), Cisco and two-way radio/phone and/or demonstrated ability to learn proprietary computer programs
-
Completion of BCAA Membership and/or Member Resolution training
Internal Applicants: Please note that the internal posting closes on November 21, 2022 and the role is a Grade 8 position.
We aspire to be one of the best places to work with those who share our beliefs:
We believe in:
DOING THE RIGHT THING
We stay true to our word, and help British Columbians move forward.
THE POWER OF COMMUNITY
Together, we create a more vibrant, inclusive and connected province for everyone.
PUTTING PEOPLE FIRST
We treat each other with the same care and respect that we treat our Members.
PROTECTING OUR HOME
It’s our responsibility to protect life in BC now, and for generations to come.
SHAPING THE FUTURE
We look to new horizons and actively embrace change.
By putting these beliefs in to action each of us will do engaging work with inspiring people and grow personally and professionally.