ERS Controller

About Us

At CAA Club Group, we are passionate about keeping our Members safe - whether they are on the road, at home, or travelling abroad. As a trusted Member-based organization, we provide products and services that are essential to Members’ safety and peace of mind. With over 2.6 million Members across Ontario and Manitoba, we advocate on issues such road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes, drive change and support each other while cultivating a great working environment to deliver on what is best for our Members. CAA SCO Systems & Services Inc. is a member of the CAA Club Group of Companies.

Who we are

Are you ready to join an award-winning, purpose-driven culture? Welcome to the CAA Club Group of Companies (CCG), where purpose leads to passion!

At CCG, we are committed to delivering an exceptional Associate experience. We offer:
• Work-life harmony with access to an award-winning holistic wellness program,
• Continuous learning through our robust corporate curriculum and education reimbursement program,
• Incredible rewards, travel incentives, and product and service discounts,
• Pay-for-performance and best-in-class recognition programs, and
• Competitive benefits that include a defined contribution plan, personal spending account, and so much more.

Join our growing team where everyone belongs!

Position Details

This Work From Home position begins with paid training:

• Day one is a virtual scheduled sessionto ensure your equipment is set up and in working order.
• Day two is a full day of training onsite, in-person orientation class at our CAA head office (If you are located in SCO our Head Office located at 60 Commerce Valley Dr. E. Thornhill. If you are located in Manitoba this location is at 870 Empress St. Winnipeg).
• Day three of training starts a two week schedule of virtual classroom training from 9:00am to 5:00pm EST Monday to Friday. You must be available to attend all scheduled training - time off is not available during the training period.
• Hiring for the afternoon and overnight shifts.
• Afternoon shifts to start anywhere between 12pm, and end up until 11pm.
• Overnight shifts are typically 10 hour shifts, starting from 8pm, and ending up until 6am.

What You Will Do:
• Ensuring safety of our members is paramount
• Assigning, monitoring and executing incoming tow, battery and light service requests
• Manually assigning and routing all tow and light service request service calls to the nearest available contractor while ensuring both ETA's and cost effectiveness for both club and contractor
• Ensuring that any calls that must be redirected and are done so within the allotted time frame and that our standards are met
• Ensuring the integrity and achievement of agreed service standards
• Assigning and monitoring the progress of calls given to contractors in the territory and rural area
• Clearing dispatched calls from system

***Hours: Must be available to work the afternoon or overnight shifts, weekends and holidays. This is a work from home position.

Please note, salary range is not inclusive of total compensation. The expected salary range for this position will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. Candidates with salary expectations outside of the range are encouraged to apply.

Who You Are:
• Excellent knowledge of Ontario roadways and highways
• Experience working in customer service
• Previous experience in dispatching is an asset
• Formal dispatch training from accredited training facility preferred
• Thorough knowledge of local and North American geography
• Excellent communication skills
• Demonstrated problem solving skills
• Strong decision-making skills
• Proven multi-tasking ability
• Strong sense of urgency
• Ability to work independently and seek guidance when necessary

Please note: Internal applicants are asked to formally express their interest by applying online no later than 10 business days of the position being posted.

Please note that we may use AI tools to help us through the recruitment process.

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with all applicable Provincial Human Rights and Accessibility Legislation. CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.