Bilingual (French & English languages) Member Service Representative

CAA Atlantic; Saint John; Hybrid; CAD 25,000 - 33,000; Full time

Job summary

CAA Atlantic, headquartered in Saint John, NB, is seeking a bilingual Member Service Representative to support roadside assistance calls across Atlantic Canada. The role combines on-site work in a Contact Centre with flexible virtual hours, operating within a fast-paced, people-first environment.

You’ll use digital mapping tools to locate members and coordinate dispatch, while delivering calm, empathetic customer service.

Qualifications

• Bilingual (French & English) required.
• High school diploma or equivalent.
• Proficient with digital mapping solutions (Google Maps a plus).
• Previous customer service experience preferred.
• Team player with ability to work independently.
• Excellent communication and interpersonal skills.
• Active listening, good judgement and problem-solving abilities.
• Empathy towards members in stressful situations.
• Proficient with MS Office and general computer skills.
• Comfortable with repetitive routines.

Responsibilities

• Handle inbound and callback requests for Roadside Assistance.
• Adhere to CAA Atlantic Terms and Conditions.
• Meet KPIs for quality, accuracy and productivity.
• Work in a shift-rotation environment.
• Answer general membership inquiries.
• Perform administrative tasks as required.
• Support teammates to ensure smooth operations across shifts.

Skills

Bilingual (French & English)

Digital mapping

Customer service

Teamwork

Independent work with customers

Communication

Active listening

Problem solving

Empathy

MS Office & keyboarding

Repetitive tasks

Education

High school diploma or equivalent

Tools

Google Maps

Microsoft Office

Job description

CAA Atlantic (https://atlantic.caa.ca/) is a member-based organization serving over 320,000 members across Atlantic Canada, with headquarters in Saint John, New Brunswick.

CAA Atlantic is part of the national CAA federation with almost 7 million members across the country! CAA is one of the largest, most trusted and respected consumer-based organizations in Canada. We provide emergency roadside assistance, travel services, and exclusive savings and rewards for our members. We're deeply focused on helping Atlantic Canadians travel safely and confidently, whether they are on the road close to home or planning trips around the world. We are also proud to be recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital (https://waterstonehc.com/canadas-most-admired/canadas-most-admired-corporate-cultures/corporate-culture-winners/).

"It's so fun to work with CAA Atlantic!" - Linda Landry, Travel Advisor

To learn more about the CAA Atlantic employee experience visit us online:

Careers CAA Atlantic- Work With Us - https://atlantic.caa.ca/about/careers/work-with-us

Careers CAA Atlantic- Team Member Stories - https://atlantic.caa.ca/about/careers/team-member-stories

Are you someone who enjoys interacting with people? Are you someone whose natural motive is to help others? Are you savvy with digital mapping technologies? Do you easily adapt to using new technologies and processes?

In this position you will play a critical role in supporting CAA Atlantic members when they need us most. Working in a fast-paced, people-first environment, you'll be the first point of contact for members requesting roadside assistance across Atlantic Canada.

This is a hybrid role with work required on site at our Contact Centre, as well as the ability to work virtually some of the time.

This position will provide you with full time hours within our Roadside Contact Centre where you will interact and support thousands of members traveling throughout Atlantic Canada needing immediate roadside help.

As a Bilingual (French & English languages) Member Service Representative , located at our office in Saint John, New Brunswick, you'll provide calm, clear, and compassionate support by answering inbound calls, responding to call-back requests, and ensuring members feel reassured and cared for during stressful situations. This role offers meaningful, real-world customer service experience while working at one of Atlantic Canada's Top Employers organization known for helping people travel safely and confidently.

You will use digital mapping and dispatch systems to accurately pinpoint the member's exact location, and coordinate assistance with service providers. You'll also respond to general membership inquiries, complete required clerical documentation, and work collaboratively with your teammates to ensure smooth operations across all shifts.

You will be supported through hands-on training and regular coaching from your supervisor, helping you to build more confidence in your ability to manage one-on-one customer interactions.

Qualifications

• High school diploma or equivalent
• Bilingual (French & English languages)
• Proficient using digital mapping solutions, experience with Google Maps is an asset
• Previous work experience in customer service - any industry
• Ability to work and contribute to a team environment
• Ability to work independently one-on-one with a customer
• Strong communication and interpersonal skills
• Effective listening, strong decision making and problem-solving skills
• Ability to exercise good judgement and prepared to handle difficult situations
• Ability to demonstrate empathy with members
• Competent in Microsoft Office and a strong working knowledge of computer applications and keyboarding skills
• Comfortable with repetitive routines

Responsibilities

This is a shift rotation position, and the Contact Centre is open 7 days a week, 365 days a year with working hours from 6:00AM to 11:00PM AST

• Answer inbound requests and call back requests for Roadside Assistance
• Adhere to CAA Atlantic Terms and Conditions
• Accountable to deliver on several Key Performance Indicators (Quality, Accuracy, Productivity)
• Work as part of a shift rotation
• Answer general Membership inquiries
• Administrative work
• Other duties as required