CAA North & East Ontario is Looking For Call Centre Operator – Year Contract at Remote Full Time

CAA North & East Ontario offers a wide range of career opportunities in our Head Office / Administration Center (Finance, IT, Marketing etc); our award winning Call Centers; Emergency Roadside Assistance and our full service CAA Stores. We are an equal opportunity employer with some excellent benefits.

Why work with us?

We help people develop their professional interests and support career development within the Club

We pay 100% of the individual full time employee premium for health/dental/insurance plan coverage*

(* for employees working a minimum of 30 hours a week for a minimum of one calendar year)

Generous paid time off policies

Defined Contribution Pension Plan

Our members are the best, and all our full time staff are members!

(* for employees working a minimum of 30 hours a week for a minimum of one calendar year)

We do good things for people. As a not for profit, we advocate for passenger rights and safety on the roads. We sponsor car seat clinics; offer free battery tests and a host of other member services.

We offer Educational Travel Tours (familiarization trips) to our travel employees.

Generous discounts on merchandise sold in stores and applicable discounts on travel.

You will not be bored! We are a medium sized employer (less than 200 employees) who do a lot of interesting things.

That means our employees are empowered to ask questions & provide input and we can act on it quickly.

POSITION: Call Centre Operator

LOCATION: Work-From-Home

TERM: Full-Time, 1 Year Contract

***Preferred candidates will reside in the Eastern Ontario or Thunder Bay region***

Summary:
Our Call Centre Operators play a pivotal role in CAANEO’s mission of delivering exceptional emergency roadside assistance services, prioritizing Member safety and satisfaction. They ensure Members receive prompt, professional, and empathetic support during vehicle-related emergencies.

Call Centre Operators efficiently manage incoming emergency roadside assistance calls, maintain meticulous records, utilize mapping software for precise location tracking, and demonstrate a Member-centric mindset in all interactions. They collaborate seamlessly with team members, dispatchers, and external service providers to ensure the smooth delivery of services.

Call Centre Operators engage in proactive outbound calls to existing Members to ensure data accuracy. They possess excellent customer service skills, technical proficiency, sound judgment, adaptability, and a strong commitment to Member safety and satisfaction.

The Call Centre Operator works an average of 38.5 hours per week; 12-hour shifts on a 2-week rotation.

Week 1: Sunday Monday Tuesday Wednesday Thursday Friday Saturday

Week 2: Sunday Monday Tuesday Wednesday Thursday Friday Saturday

Responsibilities

Receive inbound calls regarding road service requests and/or general club information

Provide prompt, professional, and empathetic support to Members encountering emergency roadside situations.

Prioritize Member safety during emergency situations by diligently following safety protocols and guidelines

Maintain a composed demeanor when dealing with distressed or agitated Members, ensuring that their concerns are addressed with empathy and professionalism.

Efficiently gather comprehensive information about the nature and severity of emergencies, facilitating accurate assistance.

Utilize mapping software to record precise vehicle locations and destinations.

Maintain meticulous records of Member information, service requests, and call details in the CRM/database systems.

Collaborate seamlessly with the Supervisor of the Emergency Roadside Assistance Call Centre, Dispatchers, and other team members to convey pertinent information and ensure the smooth delivery of services.

Outbound telephone calls to Members to complete data cleanup and account information

Respond to member inquiries regarding membership and Member Benefits, providing prospective members with information on all CAA North & East Ontario services.

Performs various clerical duties

Requirements: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Grade 12 or equivalent

Previous Call Center experience is an asset

Excellent interpersonal and listening skills

Ability to work under pressure both individually and as part of a team

Attention to detail

Excellent attendance and punctuality

Fluency in both official languages is an asset

Successful applicants will be required to join Teamsters Local Union 91

Compensation:
Base Salary: $18.35/hour

Health & Dental Plan.

2 Weeks Vacation

CAA Membership

Employment is contingent on satisfactory results of a Criminal Background Check and reference check.

Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process.

Apply to [email protected]