Who We Are: CAA Niagara is a proud Niagara Region employer, that strives on delivering rewarding experiences and enhancing the lives of our community. For over one hundred years, we have been a staple within our community, providing such services as emergency roadside assistance, travel services, insurance coverage, membership and rewards savings; continually growing our suite of relevant services and products. A true community partner, we could not be here without our over 150,000 members across Niagara, allowing us to focus on earning your continued trust, every day!

Join Our Team: Contact Centre Representative, Emergency Roadside Services

Location: Thorold | Full-Time Contract - 12 months 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 chance 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, explicit, 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 CAA Niagara is an equal-opportunity employer and is committed to providing an accessible and inclusive workplace. We are dedicated to ensuring that our recruitment processes are barrier-free and accommodating to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or employment process, please inform our Human Resources department at [email protected] We will work with you to meet your needs and ensure a positive experience throughout the recruitment journey.

📌 FT Contact Centre Representative (Thorold)
🏢 CAA Niagara Talent Management Team
📍 Thorold