$22.95
SUMMARY/PURPOSE:
- Evaluates an applicant's eligibility to apply for an Ontario Driver's Licence.
- Assesses applicants' identity documents for validity.
- Provides information and assistance related to Driver Examination services.
- To ensure the fair and proper issuance of an Ontario Driver's Licence.
KEY RESPONSIBILITIES:
- Provides excellent customer service during the delivery all Driver Examination Services.
- Providing information and assistance to applicants for all classes of licences.
- Reviewing applicant information to determine eligibility for a variety of classes of licences.
- Conducting vision screen testing, photographing of applicants, and administering written and/or oral knowledge testing.
- Scheduling and dispatching road tests and issuing temporary licences.
- Collecting fees for a variety of transactions.
- Investigating problems or errors on the driver record and initiating corrections.
- Comply with all regulations, policies and procedures pertaining to the operations including occupational health and safety, environmental, drug and alcohol, and quality.
- Adheres to all Ministry and operational confidentiality requirements.
- Other related duties relevant to this position as may be required.
HEALTH AND SAFETY:
- Ensures the ongoing maintenance of safe, healthy, and sustainable working environment at a DriveTest Centre including travel points.
- Takes every precaution to contribute to a safe and healthy workplace.
- Demonstrates correct use of equipment, materials and protective devices required by law.
- Demonstrates awareness of and educates self on changes to legislation, regulations, Company policies and procedures.
- Takes the initiative to report unsafe conditions.
- Complies with Part III, Section 27 of the OHSA (Duties of Workers).
OTHER/PROJECTS:
- Comply with Serco Canada Inc. policies and procedures.
- Performs other tasks as assigned by management, including but not limited to special projects.
- Must participate in obtaining any required security measures, as deemed by Serco.
- Must participate in Initial and maintenance training for Customer Service Agent.
Qualifications JOB REQUIREMENTS: EDUCATION /CERTIFICATIONS:
- Successful completion of the Customer Service Agent training program
- GED or high school diploma as a minimum
- Must hold a valid Ontario Class G driver's licence.
KNOWLEDGE and EXPERENCE:
- Knowledge of applicable sections of the Highway Traffic Act, related regulations, and legislation as well as related government and company policies to provide information and advice to applicants.
- Intermediate level computer skills required
- Two (2) years' experience with demonstrated excellent customer service.
Skills/Competencies (Interpersonal Communication, Financial, Managerial, Problem solving):
- Excellent customer service skills, ability to deal with difficult and highly complex situations.
- Ability to multi-task.
- Ability to process and manage sensitive personal information.
- Knowledge of applicable sections of the Highway Traffic Act, related regulations, and legislation as well as related government and company policies to provide information and advice to applicants.
- Strong judgement and decision-making skills.
Knowledge and understanding of driving and assessment
Assessment skills
Quality of service
Fostering Change -
Thoroughness -
Decisiveness -
Stress Management -
Personal credibility -
MENTAL AND PHYSICAL EFFORT:
- Mental: Activities are moderate intensity at more than 4 hrs/day or high intensity at 2-4 hrs/day
- Physical: Activities are low intensity, less than 2 hrs/day
WORKING CONDITIONS:
- Little exposure to disagreeable elements
- Minor risk of injury, harm, or illness
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 Drive Test Centre volume is higher.
- This position requires the attendance of a formal training session, which includes classroom instruction with experienced and qualified trainers and on-the-job shadowing at a Drive Test Centre facilitated by a coach. If you are unsuccessful at any stage of the training, your employment will end effective immediately.
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