Cust Contact Rep III DL

Reference Number: 4991 Posted Date: Jun 24, 2026 Employment Type: Permanent Full Time Hours of Work: Other Work Arrangement: Hybrid 10 Salary Range: $62298.60 - $67048.80 Annually Location: We welcome applications from all qualified job seekers. Should you require accommodations throughout the application or hiring process, please don’t hesitate to contact [email protected] , as we are committed to ensuring a seamless and accessible experience for all candidates. This is an Internal ICBC job posting for applicants within the bargaining unit. External applicants will not be considered. Closing date: June 30, 2026 Position Highlights Bring your high energy and enthusiasm to our fast-paced contact centre where achieving First Call Resolution is a key customer service target. The Customer Contact Representative III Driver Licensing will provide technical guidance and support to department staff in resolving customer service issues for a diverse range of enquiries related to driver licensing, BC Services Cards, and road safety initiatives. Exceptional customer service skills along with the ability to multi-task and think critically are essential. Strong analytical, listening, questioning, and organization skills are also required. Previous contact centre or customer service experience is critical to the role as well as support line experience, in addition to familiarity with driver services, BC Services Cards, or road safety initiatives. Please note these positions require sitting for extended periods of time and wearing a telephone headset. Shifts will be scheduled within the hours of operation. Current operational hours are as follows: Monday to Friday from 8:00 am to 6:05 pm Saturdays 8:30 am to 5:05 pm Please note that a Tuesday to Saturday shift may be assigned. Typical responsibilities will include: Acting as second tier support to provide ongoing guidance, direction and assistance to Customer Contact Reps I and II Identifying and relaying any necessary coaching to supervisors Developing and maintaining expertise on call centre technology tools to assist in achieving optimum customer service Accountability for the resolution of complex escalated issues from internal and external customers Handling telephone and email enquiries or transactions Responding to and troubleshooting escalated problems, complaints and enquiries from Customer Contact Representatives Determining appropriate solutions, in accordance with relevant acts, regulations, and internal procedures Providing feedback on training to maintain effectiveness and accuracy Participating on assigned projects Are you the ideal candidate? You have: A genuine interest in working with other people to seek out solutions and help solve issues in a professional and efficient manner An interest in working on the phone to support callers' enquiries on a wide variety of issues The ability to be flexible and agile in assisting over the phone with the rollout of new services and initiatives The willingness to access systems and documents during a call, take relevant notes, and relay information A desire to be an active and engaged partner working with our customers or brokers to deliver quality service Position Requirements As a successful applicant, you will have: Previous DL contact centre/customer service experience Excellent communication skills in order to explain complex policies and procedures to staff and customers in understandable terms Strong analytical, listening, and questioning skills Strong organizational skills in order to monitor workflow of the call centre and assist in developing improved responses to customer inquiries The ability to manage incoming queries in a busy, fast-paced environment Knowledge of driver services, claims, insurance and/or road safety initiatives Experience handling support line calls to assist Rep 1 and Rep 2 staff About us: At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Check out our ICBC Year in Review 2025 to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of. Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work. Collaborative: We include different perspectives to reach our common goals. Supportive: We seek to understand to meet diverse and evolving needs. Straightforward: We simplify the complex to make things easier. Knowledgeable: We gain knowledge through experience and learning to make informed decisions. Work arrangements defined: Hybrid 10 – you will work a minimum of 10 days in a 4-week period at your primary office headquarters (typically one week in/one week out or up to 3 days per week). The remaining days will be remote within British Columbia. Only candidates legally entitled to work in Canada will be considered for this position. #IND1 Job Segment: Developer, Technology