Emergency Road Service Advisor

Echelon 56; Winnipeg; Hybrid; CAD 38,000 - 58,000; Full time

Job summary

CAA Club Group is seeking a remote customer service associate to support Members across Canada from home. The role starts with paid training, including a virtual kickoff, onsite orientation if located in SCO or Manitoba, and a two-week virtual classroom training schedule.

Afternoon and overnight shifts are available, with weekend coverage including holidays. You will handle calls and texts, aiming for first-call resolution while balancing empathy with urgency, and escalate issues through the

Qualifications

• Post-secondary education required.
• 2+ years of customer service experience.
• Excellent written and verbal communication.
• Ability to multitask in fast-paced environments.
• Proficient with navigating multiple screens and systems.

Responsibilities

• Answer calls and texts in a call center environment.
• Provide first call resolution to Member concerns.
• Deliver exceptional Member service with a member-centric approach.
• Diffuse issues with a solutions-oriented mindset.
• Escalate complaints when necessary and support resolutions.
• Perform other job-related duties as assigned.

Skills

Communication

Multitasking

Screen navigation

Phone systems

Reliable internet

Education

Post-secondary education

Emergency Call Centre Diploma (asset)

Tools

Google Maps

Job description

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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

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.

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!

This Work From Home position begins with paid training:

• Day one is a virtual scheduled session to 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 1795 Sargent Avenue, Winnipeg).
• Day three of training starts a two week 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.
• Hiring for theafternoon and overnight shifts.
• Afternoon shifts to start between 12pm and 3pm, and end between 8pm - 11pm.
• Overnight shiftsto start at 10pm EST.
• Must be available to work every second weekend, including holidays as this department is open 365 days a year.

What You Will Do:

• Working in a call center environment, you will be responsible for answering calls, and texts, within skill-set assigned queues providing timely responses to Member inquiries and requests, managing call flows in conjunction with navigating multiple screens simultaneously.
• Provide first call resolution to address all Member concerns and/or discrepancies while balancing empathy and urgency in each interaction.
• Deliver exceptional customer service by taking a Member-centric approach to call handling.
• Diffuse heightened issues by integrating a solutions-oriented approach, that maintains a balance between member and business needs, to proactively problem solve.
• Escalate complaints through channels of Resolution Centre, Relations, Team Advisors/Supervisors for resolution handling when necessary.
• Perform other job-related duties as assigned.

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:

• Completion of post-secondary education.
• 911 Emergency and Call Centre Communications diploma an asset.
• Minimum 2 years of customer service experience.
• Excellent communication skills both written and verbal.
• Demonstrated abilities to multitask in a fast-paced environment.
• Ability to navigate multiple computer screens and systems, including Google Maps.
• High comfort level with phone systems and technology.
• Excellent knowledge of Ontario/Manitoba roadways and highways.
• Must have dedicated high-speed hard-wired internet connection (Wireless HUBS are not acceptable) and a distracted free workspace.

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.