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Open nowPosted 88 days ago

PT Contact Centre Representative

caaniagara13 open roles

Where
Thorold, ON, Canada
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Your applicationOpen nowPT Contact Centre Representativecaaniagara · Thorold, ON, Canada

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  2. 3.4%3 days
  3. 7.8%7 days
  4. 14.3%14 days
  5. 33.7%30 days
This job: posted 88 days ago

The posting

Join Our Team: Contact Centre Representative, Emergency Roadside Services Location: Thorold | Part-Time  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

  Team Collaboration

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

  Service Excellence

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

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