Emergency Roadside Contact Centre Pro

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

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.