Bilingual (French & English) Part-Time Member Service Representative

CAA Atlantic; Saint John; On-site; CAD 2,066,000 - 3,031,000; Part time

Job summary

CAA Atlantic is seeking a bilingual (French & English) Part-Time Member Service Representative for its Roadside Contact Centre in Atlantic Canada. The role involves handling inbound roadside assistance requests, coordinating with service providers, and delivering compassionate customer support.

Shift availability spans across weekdays and weekends, 6:00 AM to 11:00 PM AST, with most scheduling on weekends. Training and coaching are provided to build confidence in customer interactions.

Qualifications

• Bilingual - French & English required.
• High school diploma or equivalent.
• Experience with digital mapping solutions; Google Maps is an asset.
• Previous customer service experience.
• Team-oriented and able to work independently with customers.
• Strong communication and interpersonal skills.
• Ability to handle stressful situations with empathy.
• Proficient with MS Office and computer applications.

Responsibilities

• Answer inbound requests and call back requests for Roadside Assistance.
• Adhere to CAA Atlantic Terms and Conditions.
• Aim to meet Key Performance Indicators (Quality, Accuracy, Productivity).
• Respond to general Membership inquiries.
• Complete clerical paperwork.
• Other duties as required.

Skills

Bilingual (FR/EN)

Customer service

Digital maps

Microsoft Office

Teamwork

Empathy

Communication

Active listening

Education

High school diploma

Tools

Google Maps

Microsoft Office

Job description

CAA Atlantic is a member-based organization serving over 320,000 members across Atlantic Canada. 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.

"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
• Careers CAA Atlantic- Team Member Stories
• Careers CAA Atlantic - Employee Benefits

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? If yes, then look no further!

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 part-time bilingual position within our Roadside Contact Centre, which means you will interact and support thousands of members travelling throughout Atlantic Canada needing immediate roadside help.

Applicants must be available to work assigned schedules that are across Weekdays and Weekends, between the hours of 6am and 11pm, with the majority of the scheduling being on Weekends.

As a Bilingual (French & English) Part-Time Member Service Representative, 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 (2025) 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 customer interactions.

Qualifications

• Bilingual - French & English
• High school diploma or equivalent
• 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 typing skills
• Comfortable with repetitive routines

Responsibilities

• This is a bilingual (French & English), part time 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
• Adhering to CAA Atlantic Terms and Conditions
• Accountable to deliver on several Key Performance Indicators (Quality, Accuracy, Productivity)

• Answer general Membership inquiries

• Clerical paperwork

• Other duties as required