PT Contact Centre Representative
About The Position
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. 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.
Requirements
- 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
- Experience providing excellent customer service
- Comfortable navigating multiple software platforms at once
- Strong typing, decision-making, and time management skills
Nice To Haves
- Familiarity with the Niagara Region considered a strong asset
- Contact centre or dispatch experience is considered an asset
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
- Stay calm and solution-focused during high-stress calls or peak periods
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
No Education Listed
