FT Contract - Contact Centre Representative

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

Thorold, ON, Canada

Job Description

WHO WE ARE:

CAA Niagara is a proud Niagara Region employer, that strives on delivering rewarding experiences and enhancing the lives of our community. For over one hundred years, we have been a staple within our community, providing such services as emergency roadside assistance, travel services, insurance coverage, membership and rewards savings; continually growing our suite of relevant services and products.
A true community partner, we could not be here without our over 160,000 members across Niagara, allowing us to focus on earning your continued trust, every day!

Location: Thorold | Full-Time Contract - 12 months

This posting is to fill an existing vacancy.

CAA Niagara is looking for a dedicated and enthusiastic Contact Centre Representative (CCR) to join our Emergency Roadside Services team. As the first point of contact during urgent situations, you’ll play a vital role in supporting our members when they need us most.

This is a fast-paced role suited for someone who brings empathy, problem-solving skills, and a calm approach to every interaction. If you enjoy helping others and thrive under pressure, this is the opportunity for you.

This role offers an hourly wage of $18.92.

Position Overview

Reporting to the Contact Centre Supervisor, the Contact Centre Representative is responsible for answering inbound roadside assistance calls, gathering critical details from members, and initiating dispatch support.

You’ll use a range of tools and software to support our operations and ensure every member receives prompt, clear, and compassionate service. This role is grounded in teamwork and communication, whether with fellow CCRs, dispatchers, or ERS drivers.

Key Responsibilities

Member Support and Communication

• 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
• Stay calm and solution-focused during high-stress calls or peak periods

What You Bring

• A member-first approach
• Confidence working under pressure while staying solution-oriented
• Excellent verbal communication and strong listening skills
• Ability to adapt to different personalities and caller needs
• Detail-oriented with strong organizational and typing skills
• Familiarity with the Niagara Region considered a strong asset

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

Working Conditions

• Based in-office in Thorold
• Sedentary position with frequent use of computers and headsets
• Ability to work in a busy, interruption-prone environment
• Flexibility to work a variety of shifts, including evenings, weekends, and holidays, to support our 24/7 operation

Interview Process

Our hiring process is designed to give you the chance to showcase your fit for the role:

• Pre-screening call
• In-person interview
• Background and references
• Offer

CAA Niagara is an equal-opportunity employer and is committed to providing an accessible and inclusive workplace. We are dedicated to ensuring that our recruitment processes are barrier-free and accommodating to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or employment process, please inform our Human Resources department at [e-mail]

We will work with you to meet your needs and ensure a positive experience throughout the recruitment journey.