Join Our Team: Contact Centre Representative, Emergency Roadside Services

Location: Thorold | Full-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, transparent, 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

📌 FT Contact Centre Representative (Thorold)
🏢 CAA Niagra
📍 Thorold