Dispatcher

Echelon 56; Vaughan; Hybrid; CAD 42,000 - 56,000; Full time

Job summary

CAA Club Group is seeking a dispatch agent for a work-from-home position based in Ontario. You will manage tow, battery and light service requests, routing them to contractors while monitoring ETAs and costs.

You will handle calls across South Central Ontario, Manitoba, New Brunswick, Nova Scotia, Newfoundland and PEI, with shifts including afternoons, weekends, and holidays. Ideal candidates have strong knowledge of Ontario roadways, prior customer service experience, and the ability to

Qualifications

• Experience in customer service.
• Dispatching experience is an asset.
• Strong knowledge of Ontario roadways and highways.

Responsibilities

• Ensuring safety of our members.
• Assigning, monitoring and executing incoming tow, battery and light service requests.
• Manually assigning and routing calls to the nearest contractor while balancing ETA and cost.
• Redirecting calls within allotted time frames and upholding service standards.
• Tracking progress of calls to contractors in territory and rural areas.
• Clearing dispatched calls from the system.
• Handling calls in South Central Ontario and other listed regions.

Skills

Customer service

Dispatching

Geography knowledge

Communication skills

Decision making

multitasking

Tools

Dispatch software

Job description

Select how often (in days) to receive an alert:

At CAA Club Group, we are passionate about keeping our Memberssafe - whether they are on the road, at home, or travelling abroad.As atrusted Member-based organization, we provide products and services that are essential to Members’ safety and peace of mind. With over 2.6 million Members across Ontario and Manitoba, we advocate on issues such road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes, drive change and support each other while cultivating a great working environment to deliver on what is best for our Members. CAA Club Group is a member of the CAA Club Group of Companies.

Who we are

Are you ready to join an award-winning, purpose-driven culture? Welcome to the CAA Club Group of Companies (CCG), where purpose leads to passion!

At CCG, we are committed to delivering an exceptional Associate experience. We offer:

• Work-life harmony with access to an award-winning holistic wellness program,
• Continuous learning through our robust corporate curriculum and education reimbursement program,
• Incredible rewards, travel incentives, and product and service discounts,
• Pay-for-performance and best-in-class recognition programs, and
• Competitive benefits that include a defined contribution plan, personal spending account, and so much more.

Join our growing team where everyone belongs!

This Work From Home position begins with paid training:

• Day one is a virtual scheduled sessionto ensure your equipment is set up and in working order.
• Day two is a full day of training onsite, in-person orientation class at our CAA head office (If you are located in SCO our Head Office located at 60 Commerce Valley Dr. E. Thornhill. If you are located in Manitoba this location is at 870 Empress St. Winnipeg).
• Day three of training starts schedule of virtual classroom training from 9:00am to 5:00pm EST Monday to Friday. You must be available to attend all scheduled training - time off is not available during the training period.

What You Will Do:

• Ensuring safety of our members is paramount
• Assigning, monitoring and executing incoming tow, battery and light service requests
• Manually assigning and routing all tow and light service request service calls to the nearest available contractor while ensuring both ETA's and cost effectiveness for both club and contractor
• Ensuring that any calls that must be redirected and are done so within the allotted time frame and that our standards are met
• Ensuring the integrity and achievement of agreed service standards
• Assigning and monitoring the progress of calls given to contractors in the territory and rural area
• Clearing dispatched calls from system
• Handling calls in South Central Ontario’s region, Manitoba, New Brunswick, Nova Scotia, Newfoundland and PEI

***Hours: Must be available to work the afternoon shift, weekends and holidays. This is a work from home position.

Please note, salary range is not inclusive of total compensation. The expected salary range for this position will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. Candidates with salary expectations outside of the range are encouraged to apply.

Who You Are:

• Excellent knowledge of Ontario roadways and highways
• Experience working in customer service
• Previous experience in dispatching is an asset
• Formal dispatch training from accredited training facility preferred
• Thorough knowledge of local and North American geography
• Excellent communication skills
• Demonstrated problem solving skills
• Strong decision-making skills
• Proven multi-tasking ability
• Strong sense of urgency
• Ability to work independently and seek guidance when necessary

Please note: Internal applicants are asked to formally express their interest by applying online no later than 10 business days of the position being posted.

Please note that we may use AI tools to help us through the recruitment process.

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodationin accordance withall applicable Provincial Human Rights and Accessibility Legislation.CCG will provide accommodations to job applicants with disabilities throughout the recruitment process.If you requirean accommodation, pleasenotify usand we will work with you to meet your needs.