Key Responsibilities

Provides excellent customer service during the delivery of all Driver Examination Services.

Provides information and assistance to applicants for all classes of licences.

Reviews applicant information to determine eligibility for a variety of licence classes.

Conducts vision screening, photographs applicants, and administers written and/or oral knowledge testing.

Schedules and dispatches road tests and issues temporary licences.

Collects fees for a variety of transactions.

Investigates problems or errors on driver records and initiates corrections.

Complies with all regulations, policies and procedures including occupational health and safety, environmental, drug and alcohol, and quality management.

Adheres to all Ministry and operational confidentiality requirements.

Performs other related duties as may be required.

Health and Safety

Ensures ongoing maintenance of a 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.

Maintains awareness of changes to legislation, regulations, and company policies, and educates self accordingly.

Reports unsafe conditions promptly.

Complies with Part III, Section 27 of the OHSA (Duties of Workers).

Other/Projects

Complies with Serco Canada Inc. policies and procedures.

Performs other tasks assigned by management, including special projects.

Participates in required security measures as deemed by Serco.





Participates in initial and maintenance training for Customer Service Agent.

Job Requirements

Successful completion of the Customer Service Agent training program.

GED or high‑school diploma as a minimum.

Valid Ontario Class G driver’s licence.

Knowledge and Experience

Knowledge of applicable sections of the Highway Traffic Act, related regulations, legislation, and company policies to provide accurate information and advice to applicants.

Intermediate computer skills.

At least two (2) years of demonstrated excellent customer service experience.

Skills and Competencies

Excellent customer service skills; able to manage difficult and complex situations.

Ability to multitask.

Ability to process and manage sensitive personal information.

Robust judgement and decision‑making skills.

Assessment and Service Quality

Accurate observation, monitoring and evaluation of candidate performance; ensures uniformity and consistency.

Clear communication of expectations during the licensing process; provides concise feedback on test results.

Openness to innovation and support of organizational change.

Tenacious completion of work; proven high performance record.

Decisive under time pressure.

Effective stress management, maintaining composure when faced with hostility or provocation.

Personal credibility: responsible, reliable, trustworthy.

Mental and Physical Effort

Mental: moderate intensity (>4 hrs/day) or high intensity (2‑4 hrs/day).

Physical: low intensity (
Working Conditions

Little exposure to disagreeable elements.

Minor risk of injury, harm, or illness.

#J-18808-Ljbffr

📌 Customer Service Agent 2- Part-Time- Perm-Kitchener (Ontario)
🏢 Serco
📍 Ontario