Emergency Roadside Support Agent - Part-Time

CAA Niagara; Thorold; On-site; CAD 25,000 - 28,000; Part time

Job summary

CAA Niagara is seeking a dedicated Contact Centre Representative to join our Emergency Roadside Services team in Thorold. As the first point of contact during urgent situations, you’ll gather critical details and initiate dispatch support with empathy and calm.

This part-time, in-office role emphasizes teamwork, strong listening, and clear communication across multiple software platforms. You’ll thrive under pressure, stay solution-focused, and help ensure fast, compassionate assistance for our

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

• Serve as the first point of contact for members requiring emergency roadside service.
• Listen actively and ask the right questions to identify member needs.
• Accurately document details and initiate appropriate service responses.
• Use internal systems and scripts to provide consistent, clear support.
• Share accurate information with dispatchers and other team members.
• Provide peer support to colleagues and assist with onboarding when needed.
• Support service continuity by backing up dispatchers during breaks or absences.
• Maintain a focus on both quality and efficiency in every interaction.
• Contribute to personal and team performance metrics.

Skills

Customer service

Job description

CAA Niagara is seeking a dedicated Contact Centre Representative to join our Emergency Roadside Services team in Thorold. As the first point of contact during urgent situations, you’ll gather critical details and initiate dispatch support with empathy and calm.

This part-time, in-office role emphasizes teamwork, strong listening, and clear communication across multiple software platforms. You’ll thrive under pressure, stay solution-focused, and help ensure fast, compassionate assistance for our