Member Services Specialist

Be part of the evolution of car sharing built for British Columbians. Created by BCAA, Evo Car Share is the next generation of mobility, providing Members with the freedom to explore BC and get from here to there with room for their friends and their gear.

BCAA has been recognized for the last five years as a Top Employer. Joining Evo means joining one of the most trusted organizations in BC. If you want to make a difference and shape the future of BC’s car sharing economy, join our Evo team.

We are currently hiring a Member Services Specialist for our Evo Car Share team, based in our Home Office.

As a Member Services Specialist at BCAA, you’ll be part of the team supporting Evo Members and helping keep their car sharing experience moving smoothly. You’ll provide friendly, solutions-focused support across multiple channels, helping Members with everything from general inquiries and account support to rentals, billing, and claims-related questions.

In this role, you’ll also support important day-to-day operations behind the scenes, including registrations, billing, refuel reimbursements, open rentals, RFID activations, and fleet follow-ups. You’ll work closely with other Evo teams, external partners, and Members to troubleshoot issues, find solutions, and deliver a great Member experience.

Our Member Services Call Centre operates 24 hours a day, 7 days a week, so flexibility is important. This role requires availability for a variety of shifts, including days, evenings, overnights, weekends, and statutory holidays.

This is a great opportunity for someone who enjoys helping people, solving problems, and working in a fast-paced environment where every day brings something different.

Who you are:

• You are passionate about providing excellent customer service and creating positive experiences for Members.
• You are a confident communicator who can listen, ask the right questions, and make complex information easy to understand.
• You are a natural problem-solver who stays calm under pressure and enjoys finding creative solutions to challenging customer situations.
• You are organized and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment.
• You are comfortable working independently while also contributing to a collaborative and supportive team.
• You are adaptable and comfortable working in a 24/7 operation with a variety of shifts.
• You are curious and proactive, always looking for ways to improve the Member experience and the way work gets done.

What you’ll do:

• Provide timely, friendly, and solutions-focused support for inbound and outbound Member inquiries across multiple channels.
• Support Members with questions related to their accounts, rentals, billing, vehicle use, and other Evo services.
• Handle escalated Member concerns, applying sound judgment and problem-solving skills to reach appropriate resolutions.
• Support operational processes including daily billing, registrations, open rentals, refuel reimbursements, RFID activations, unsubscribe requests, and fleet support follow-ups.
• Support claims-related activities by responding to calls, reviewing accident and damage reports, completing basic claims administration, and processing Member charges when required.
• Work with ICBC, collision and fleet teams, and Members to confirm information, support repairs, and provide updates related to claims and outcomes.
• Prepare daily summary reports and complete other administrative tasks as needed.
• Partner with Evo teams and vendors to resolve issues and support day-to-day operations.
• Support Evo marketing, Evolve, and other teams with projects, campaigns, and initiatives that contribute to the overall business and Member experience.
• Stay up to date on departmental policies, procedures, and best practices.
• Contribute ideas and support continuous improvement initiatives that make the Member experience even better.

What you bring:

• Grade 12 or equivalent; additional education or certification is an asset.
• 2+ years of related customer service experience, preferably within a call centre or contact centre environment, or an equivalent combination of education and experience.
• Demonstrated experience delivering excellent customer service and having client-focused conversations.
• Strong verbal and written communication skills, with the ability to communicate effectively with Members, colleagues, leaders, and external partners.
• Strong problem-solving and analytical skills, with the ability to troubleshoot challenging customer situations and identify practical solutions.
• Excellent organization, prioritization, attention to detail, and time-management skills.
• Ability to work independently with minimal supervision while managing multiple tasks in a fast-paced environment.
• Good knowledge of the Vancouver area.
• Basic experience working with CRM tools.
• Typing speed of at least 40 words per minute.
• Flexibility to work a variety of shifts, including days, evenings, overnights, weekends, and statutory holidays, as part of a 24/7 operation.

The salary range for this position is $48,405.36 to $60,506.64 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 5%, with the opportunity to earn up to 9%. 

Shape your future with us. We’ve got you covered.

• Every day, our team members get to make a difference in the lives of British Columbians, our BCAA Members and their communities. Having that kind of impact is exciting, positive, and contagious.

• At Evo Car Share, we pride ourselves on empowering our team members to do great work. We enthusiastically support all learning and growth opportunities.

• Career advancement and personal development programs are available to help you reach your full potential, no matter what that means to you.

• You’ll receive a wellness account and Flexfits Benefits Program to meet your unique lifestyle needs and a health care spending account to keep your body, mind and soul thriving.

• You’ll receive a competitive rewards package that includes salary, performance bonus programs, pension plan as well as other perks and programs to help build your personal wealth.

• You’ll become a BCAA member, with access to the great deals and discounts that go along with it.

• We’re named one of Canada’s Top Employers for 5 years in a row with a constant focus on how to create a better workplace for all our team members.

• And…time flies when you’re having fun at Evo!

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.