Emergency Roadside Support Agent (12-Month Contract)

CAA Niagara; Thorold; Hybrid; CAD 22,000 - 30,000; Full time

Job summary

CAA Niagara in Thorold, ON is hiring a Contact Centre Representative (CCR) for a 12-month, full-time contract. The CCR acts as the first point of contact for emergency roadside services, gathering details and initiating dispatch with empathy and composure.

The role requires strong communication, problem-solving, and the ability to work in a fast-paced environment. The position is based in-office with an hourly wage of $18.92.

Qualifications

• Experience providing excellent customer service.
• Contact centre or dispatch experience is an asset.
• Strong typing, decision-making, and time management skills.
• Able to navigate multiple software platforms at once.

Responsibilities

• Answer inbound roadside assistance calls and document member details.
• Initiate dispatch support to ensure timely service.
• Provide accurate information to dispatchers and team members.
• Support service continuity by backing up dispatchers during breaks or absences.
• Maintain a focus on quality and efficiency in every interaction.

Skills

Customer service

Communication

Typing

Time management

De-escalation

Tools

CRM software

Dispatch software

Job description

CAA Niagara in Thorold, ON is hiring a Contact Centre Representative (CCR) for a 12-month, full-time contract. The CCR acts as the first point of contact for emergency roadside services, gathering details and initiating dispatch with empathy and composure.

The role requires strong communication, problem-solving, and the ability to work in a fast-paced environment. The position is based in-office with an hourly wage of $18.92.