Member Contact Service Advisor

Job summary

The Member Contact Service Advisor manages inbound calls, schedules mechanical appointments, and resolves member inquiries within a fast-paced call centre environment. They are responsible for maintaining accurate member records, providing status updates on vehicle repairs, and identifying opportunities for cross-selling BCAA products.

Job details

Why BCAA? Feel proud of what you do and help shape the future of BC at a BC Top Employer. We’re driven by purpose – delivering peace of mind to one in three BC households with insurance, roadside assistance, auto repair, Evo Car Share and Evolve E-Bike Share. With a long history of keeping roads safe and giving back in ways that build stronger communities, we offer a wide variety of meaningful, rewarding careers that move BC forward. We are currently hiring a Member Contact Service Advisor based in our South Surrey Auto Service Centre. As a Member Contact Service Advisor, you will be one of BCAA’s key Member-facing professionals, delivering exceptional service experiences for our Auto Service Centres. You will be the first point of contact for inbound calls, booking mechanical appointments, resolving Member inquiries, and building lasting relationships grounded in trust. Working within a fast-paced call centre environment, you will help ignite unparalleled Member loyalty and contribute to BCAA being the most trusted organization in British Columbia. This is an excellent opportunity for a customer-focused professional who thrives in a high-performing team environment and is passionate about delivering first call resolution and outstanding service. Who you are: A customer-first professional who builds trust and lasting relationships Calm, empathetic, and solutions-focused when handling inquiries or escalations Comfortable working in a fast-paced call centre environment Highly organized and able to multi-task across multiple systems A strong communicator who delivers clear and professional interactions Motivated to meet service, booking, and performance targets Detail-oriented with strong judgment and critical thinking skills Once you’re here you’ll: Answer inbound ASC calls in a timely and professional manner Book mechanical service appointments and manage scheduling software Maintain call volume and performance targets as designated Provide first call resolution wherever possible and handle escalated concerns with professionalism Inform Members about the status of their vehicle repairs and follow up as required Establish and maintain strong relationships with internal and external customers Create referrals for cross-selling BCAA products and services Update and maintain accurate Member information across applicable systems Resolve Member concerns in alignment with BCAA’s service and satisfaction standards Maintain confidentiality and meet required processing standards for accuracy and timeliness Maintain working knowledge of ASC services, procedures, and systems Participate in required training and stay current with industry knowledge Support additional duties such as managing ASC accounts payable, market analysis, and inventory coordination What you bring: Completion of Grade 12 Minimum 2 years of experience in a customer service environment Minimum 1 year of automotive knowledge or experience Demonstrated sales productivity and customer service skills Strong multi-tasking ability and experience toggling between multiple systems Typing speed of minimum 40 words per minute Strong interpersonal and communication skills Ability to work professionally within a fast-paced team environment Proven judgment, decision-making, and critical thinking skills Ability to meet booking, sales, retention, and customer satisfaction targets Strong computer skills with working knowledge of MS Office application Bonus Skills: Additional automotive knowledge or industry experience Experience in a call centre environment Experience supporting accounts payable or administrative processes The salary range for this position is $46,768.44 to $58,460.52 and is determined via job-related knowledge, skills, experience, certifications, market demand and internal equity. In addition to base salary and BCAA benefits, this position is eligible for a performance bonus target of 9%, with the opportunity to earn up to 15%. This Full-Time position is 5 days a week, and is an on-site position based out of our South Surrey Auto Service Centre (BC). Applicants who are not located within commuting distance of our South Surrey Auto Service Centre (16140 24th Avenue, Surrey, BC), or are not looking to relocate to the Lower Mainland region will not be considered. What we offer: The chance to make a difference every day in the lives of British Columbians, BCAA Members and our communities. Career and personal development to help you grow and reach your goals. Incentives that recognize team and individual sales and performance. Flexible benefits to support your health and lifestyle, and wellness dollars* to keep your body, mind and soul thriving. A competitive rewards package including salary performance bonus programs, pension plan*, and more to help build your personal wealth. Paid time off including vacation, and days for wellness, volunteering, and cultural, spiritual or religious connection. BCAA membership, with valuable perks and Member savings on every day and special spending, from gas and coffee to clothes, sports and event tickets, and hotels. Meaningful, rewarding work for a BC Top Employer known for putting people first and constantly building a better workplace for all our team members. *for permanent employees We’re always looking for amazing people like you. Apply today! BCAA is an Equal Opportunity Employer, committed to providing accessible, inclusive employment. We have a long-standing partnership with the Presidents Group which strives to increase employment opportunities for people living with disabilities, and champion accessible employment in BC. If you need personalized support through application and recruitment, please contact HRAccommodations@bcaa.com.

What you’ll do

The Member Contact Service Advisor manages inbound calls, schedules mechanical appointments, and resolves member inquiries within a fast-paced call centre environment. They are responsible for maintaining accurate member records, providing status updates on vehicle repairs, and identifying opportunities for cross-selling BCAA products.

Requirements

Candidates must have a Grade 12 diploma, at least two years of customer service experience, and a minimum of one year of automotive knowledge. Proficiency in multi-tasking across systems, a typing speed of at least 40 words per minute, and strong interpersonal skills are required.

Benefits

• Performance bonus • Pension plan • Paid time off • Vacation • Wellness dollars • Flexible benefits • BCAA membership • Member savings • Career development

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Appointment Scheduling · Preferred
• Decision Making · Preferred
• MS-Office · Preferred
• Communication · Preferred
• Multi-Tasking · Preferred
• Critical Thinking · Preferred
• Data entry · Preferred
• Relationship Building · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Automotive knowledge
• Call centre operations
• Appointment scheduling
• First call resolution
• Multi-tasking
• Communication
• Critical thinking
• Decision-making
• Sales productivity
• MS Office
• Data entry
• Conflict resolution
• Relationship building
• Time management
• Inbound Calls
• Empathy
• Automotive Knowledge
• Cross-Selling
• Professionalism
• Time Off Management
• Accounts Payable
• Decision Making
• Customer Service
• Computer Literacy
• Confidentiality
• Critical Thinking
• Sales
• Market Analysis
• Multitasking
• Relationship Building
• Typing
• Scheduling
• Coordinating
• Detail Oriented

Job areas

• Customer Service & Support
• Transportation
• Administrative
• Sales
• Retail
• Member Service Advisor
• Membership Sales Representative
• Commercial Sales Representatives
• Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel