- 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 protected 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.
- Strong 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 (<2 hrs/day).
Working Conditions
- Little exposure to disagreeable elements.
- Minor risk of injury, harm, or illness.