Dispatcher - Overnights

Echelon 56; California (MO); Remote; USD 30,000 - 45,000; Full time

Job summary

Echelon 56 seeks a Customer-Oriented Dispatch Agent to work from home. The role demands strong decision-making skills, experience in customer service, and familiarity with North American roadways. Flexible overnight shifts are necessary. Be part of a team committed to member safety and effective service delivery.

Qualifications

• Experience working in customer service.
• Previous dispatching experience is an asset.
• Excellent knowledge of Ontario/Manitoba roadways.

Responsibilities

• Ensure safety of members is paramount.
• Assign and monitor incoming tow and service requests.
• Handle calls in the South Central Ontario region.

Skills

Customer service

Problem solving

Strong decision-making

Multi-tasking

Knowledge of North American geography

Education

Formal dispatch training

Job description

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Our Dispatch team is made up of driven, customer-oriented agents who are obsessed with Member safety.

Who we are

As Canada's largest automobile association, we are passionate about keeping our Members safe-- whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our two-million Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward. Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development-- and we regularly recognize their achievements and outstanding results. CAA Club Group (CCG) is known for providing stellar emergency roadside assistance to our motoring Members and non-Members. We work hard and play hard. We're about doing what's right and feeling good about it.

In this role, you will be working on things like:
• Ensuring safety of our members is paramount
• Assigning, monitoring and executing incoming tow, battery and light service requests
• Manually assigning and routing all tow and light service request service calls to the nearest available contractor while ensuring both ETA’s and cost effectiveness for both club and contractor
• Ensuring that any calls that must be redirected are done so within the allotted time frame and that our standards are met
• Ensuring the integrity and achievement of agreed service standards
• Assigning and monitoring the progress of calls given to contractors in the territory and rural area

• Clearing dispatched calls from system

• Handling calls in South Central Ontario’s region, Manitoba, New Brunswick, Nova Scotia, Newfoundland and PEI

***Hours: Must be available to work the overnight shift,weekends and holidays. This is a work from home position.

JOB REQUIREMENTS:
• Excellent knowledge of Ontario/Manitoba roadways and highways
• Experience working in customer service
• Previous experience in dispatching is an asset
• Formal dispatch training from accredited training facility preferred
• Thorough knowledge of local and North American geography
• Excellent communication skills
• Demonstrated problem solving skills
• Strong decision-making skills
• Proven multi-tasking ability
• Strong sense of urgency
• Ability to work independently and seek guidance when necessary

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) andwith the Manitoba Human Rights Code and the Accessibility for Manitobans with Disabilities Act, 2013 (AMA). CAA 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.