Emergency Road Service Advisor (Manitoba)

CAA Club Group; Area E (Thornhill), Winnipeg; Remote; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Wellness program

Education reimbursement

Travel incentives

Product/service discounts

Defined contribution plan

Personal spending account

Job summary

CAA Club Group seeks a dedicated customer service professional for a remote, work-from-home role supporting Members across Canada. You will handle calls and texts, resolve issues, and deliver courteous, accurate assistance in a fast-paced environment.

Training is paid, with onboarding across virtual sessions and on-site sessions at head office locations. You must have reliable high-speed internet and be available every weekend, including holidays, as the team operates year-round.

Qualifications

• Completion of post-secondary education.
• 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 wired internet connection and a distraction free workspace.

Responsibilities

• 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.

Education

Post-secondary education

Job description

About Us

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.

About Us

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!

Position Details

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 the afternoon and overnight shifts.


• Afternoon shifts to start between 12pm and 3pm, and end between 8pm - 11pm.


• Overnight shifts to 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.

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 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 accommodation in accordance with all applicable Provincial Human Rights and Accessibility Legislation. CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.