Contact Centre Representative

CAA Niagara; Thorold; Hybrid; CAD 25,000 - 29,000; Full time

Job summary

CAA Niagara is seeking a dedicated Contact Centre Representative (CCR) to join our Emergency Roadside Services team in Thorold. As the first point of contact during urgent situations, you will gather critical member details and initiate dispatch support with empathy and professionalism.

This full-time role requires calm, solution-focused communication, strong typing and multi-system navigation, and the ability to work evenings, weekends, and holidays to support our 24/7 operation.

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.

Responsibilities

• Answer inbound roadside assistance calls, gather critical details, and initiate dispatch support.
• Document details accurately and use internal systems to provide clear, consistent service.
• Collaborate with dispatchers and ERS drivers to ensure timely responses.
• Back up dispatchers during breaks or absences to maintain service continuity.
• Strive for quality and efficiency in every member interaction.

Skills

Empathy

Problem-solving

Calm under pressure

Verbal communication

Active listening

Typing skills

Organizational skills

Teamwork

Adaptability

Tools

Dispatch software

CRM systems

Job description

Join Our Team: Contact Centre Representative, Emergency Roadside Services

Location: Thorold | Full-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