1 meilleure offre (emergency dispatcher, thorold, on) (à pourvoir)

PT Contact Centre Representative
CAA Niagara —Thorold, ON
- 18,92 $ de l’heure
- Temps partiel
- Dactylographie
- Compétences en communication
- Gestion du temps
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PT Contact Centre Representative

CAA Niagara -
Thorold, ON

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Détails du poste

Temps partiel
18,92 $ de l’heure

Profil recherché

Centre d'appels
Prise de décisions
Service à la clientèle
Orientation axée sur le service à la clientèle
Dactylographie
Expérience en répartition
Compétences en communication
Interaction avec les clients
Gestion du temps

Description complète du poste

WHO WE ARE:
CAA Niagara is a proud Niagara Region employer, that strives on delivering rewarding experiences and enhancing the lives of our community. For over one hundred years, we have been a staple within our community, providing such services as emergency roadside assistance, travel services, insurance coverage, membership and rewards savings; continually growing our suite of relevant services and products.

A true community partner, we could not be here without our over 160,000 members across Niagara, allowing us to focus on earning your continued trust, every day!

Join Our Team: Contact Centre Representative, Emergency Roadside Services
Location: Thorold | Part-Time
This posting is to fill an existing vacancy.
CAA Niagara is looking for a dedicated and enthusiastic Contact Centre Representative (CCR) to join our Emergency Roadside Services team. As the first point of contact during urgent situations, you’ll play a vital role in supporting our members when they need us most.
This is a fast-paced role suited for someone who brings empathy, problem-solving skills, and a calm approach to every interaction. If you enjoy helping others and thrive under pressure, this is the opportunity for you.
This role offers an hourly wage of $18.92.
Position Overview
Reporting to the Contact Centre Supervisor, the Contact Centre Representative is responsible for answering inbound roadside assistance calls, gathering critical details from members, and initiating dispatch support.
You’ll use a range of tools and software to support our operations and ensure every member receives prompt, clear, and compassionate service. This role is grounded in teamwork and communication, whether with fellow CCRs, dispatchers, or ERS drivers.

Key Responsibilities
Member Support and Communication

Serve as the first point of contact for members requiring emergency roadside service
Listen actively and ask the right questions to identify member needs
Accurately document details and initiate appropriate service responses
Use internal systems and scripts to provide consistent, clear support

Team Collaboration

Share accurate information with dispatchers and other team members
Provide peer support to colleagues and assist with onboarding when needed
Support service continuity by backing up dispatchers during breaks or absences

Service Excellence

Maintain a focus on both quality and efficiency in every interaction
Contribute to personal and team performance metrics
Stay calm and solution-focused during high-stress calls or peak periods

What You Bring

A member-first approach
Confidence working under pressure while staying solution-oriented
Excellent verbal communication and strong listening skills
Ability to adapt to different personalities and caller needs
Detail-oriented with strong organizational and typing skills
Familiarity with the Niagara Region considered a strong asset

Qualifications

Experience providing excellent customer service
Contact centre or dispatch experience is considered an asset
Comfortable navigating multiple software platforms at once
Strong typing, decision-making, and time management skills

Working Conditions

Based in-office in Thorold
Sedentary position with frequent use of computers and headsets
Ability to work in a busy, interruption-prone environment
Flexibility to work a variety of shifts, including evenings, weekends, and holidays, to support our 24/7 operation

Interview Process
Our hiring process is designed to give you the chance to showcase your fit for the role:
1. Pre-screening call
2. In-person interview
3. Background and references
4. Offer

CAA Niagara is an equal-opportunity employer and is committed to providing an accessible and inclusive workplace. We are dedicated to ensuring that our recruitment processes are barrier-free and accommodating to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or employment process, please inform our Human Resources department at [email protected]

We will work with you to meet your needs and ensure a positive experience throughout the recruitment journey.

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