DriveTest is currently hiring permanent employees to address the normal attrition of employees we experience through the year due to resignations, retirements and promotions.
If you are a positive and professional team player who enjoys working with the public in a high energy environment, rewarding job opportunities await you at Serco DES.
As a Customer Service Agent with Serco DES, you will be based out of our 55 Ontario DriveTest Centres.
Customer Service Agents (DriveTest - CSA3)
Our Customer Service Agents are responsible for providing information and assisting members of the public at various stages of the licensing process. Some of the work includes responding to customer inquiries on the telephone and in person, providing information about licence rules and regulations, verifying driver records, taking candidate photos, scheduling road test appointments, collecting applicable fees, and preparing reports. Customer Service Agents must have excellent time management skills, be well organized, and exercise superior judgment skills. We require individuals who can work independently, meet deadlines, and strive to achieve customer satisfaction in all aspects of their work.
The majority of employees work only during daytime hours, although there may some need for evening and weekend work to address the backlog or to accommodate the three DriveTest Centres that are open on Saturdays. The hours the employees work will vary based on the customer demand. Generally, the winter months are the slow season so we reduce employee hours to reflect this. Summer is our busy season so employees generally work full-time hours for at least June through September.
Wage rates for these positions range from $14.63 to $21.01 per hour depending on the roles and the number of years an employee is in a position. Employees receive a partial benefits plan if they work an average of more than 25 hours per week, and a full benefits package if they work an average of more than 30 hours per week. The average salary of an employee at DriveTest is over $30,000 per year plus benefits.
Customer Service Agents (LLQP/SGT Testing - CSA1)
A select number of Customer Service Agents are hired to facilitate the operational needs to fulfill our contractual obligations to our Life Licence Qualification Program (LLQP) and Security Guard Testing (SGT) contracts. These part-time agents primarily work evening and weekend shifts, inclusive of Sundays, where designated.
Some of the work includes setting up examination rooms and laying out the examination materials in accordance with strict procedures; assisting test takers prior to start of the examination by directing them to their seats and advising them about personal possessions permitted in the examination rooms, responding to administrative requests (i.e. no test content inquiries);
Closely following and enforcing exam procedures and regulations; checking attendance prior to examinations, validating ID's (i.e. 2 pieces of identification, certificates, utilizing a prepared script to provide important information/test rules and procedures);
Ensure no talking during the exam sitting; handle irregularities in accordance with strict procedures;
Monitoring, documenting, and reporting incidents of misconduct; and collecting exams and material after completion;
Collecting, collating and securing examinations and materials at the end of the examination in accordance with strict procedures;
Supervising test takers leaving examination room, ensuring they do not remove equipment or exam material from the room.
Candidates who apply for part-time Customer Service positions will automatically be considered for both roles.