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 classes of licences.
- Conducts vision screen testing, 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 the driver record and initiates corrections.
- Complies with all regulations, policies and procedures pertaining to operations, including occupational health and safety, environmental, drug and alcohol, and quality.
- Adheres to all Ministry and operational confidentiality requirements.
- Performs other related duties as may be required.

Qualifications

- Education / Certifications
- Successful completion of the Customer Service Agent training program.
- GED or high school diploma as a minimum.
- Valid Ontario Class G driver’s licence.
- Bilingual in English and French (spoken and written) is required.

- Knowledge & Experience

- 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

- 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.




- Strong judgement and decision‑making skills.
- Ability to communicate clearly and adapt style to the audience.
- Proficiency in observation, monitoring and evaluating overall candidate performance.
- Robust ability to support innovation and organizational change.
- High level of thoroughness and accuracy in all work.
- Decisiveness in making difficult decisions in a timely manner.
- Effective stress management and self‑control under pressure.
- Personal credibility: responsible, reliable, and trustworthy.

- Health & Safety

- Ensures the 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.
- Demonstrates awareness 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).

- Working Conditions

- 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.
- Little exposure to disagreeable elements.
- Minor risk of injury, harm, or illness.

Other Duties

- Comply with Serco Canada Inc. policies and procedures.
- Perform other tasks as assigned by management, including but not limited to special projects.
- Participate in obtaining any required security measures, as deemed by Serco.
- Participate in initial and maintenance training for Customer Service Agent.

#J-18808-Ljbffr

📌 Customer Service Agent 2 - Downsview- Part Time - Perm- Bilingual (Toronto)
🏢 Serco
📍 Toronto