Posted 4 months ago
PT Contact Centre Representative
@ CAA Niagara
Thorold, Ontario
Overview
CAA Niagara is hiring a part-time Contact Centre Representative in Thorold for its Emergency Roadside Services team. The role answers inbound roadside assistance calls, gathers member details and initiates dispatch support. The posting states an hourly wage of $18.92 and in-office work with evening, weekend and holiday shifts.
Pay:
$18.92 an hour
Responsibilities:
- Serve as first point of contact for emergency roadside service members
- Gather critical details and initiate dispatch support
- Document member details accurately using internal systems
- Share information with dispatchers and support team colleagues
- Maintain quality and efficiency under high-stress peak periods
Requirements summary:
- Experience providing excellent customer service
- Strong verbal communication and listening skills
- Confidence working under pressure
- Strong typing, decision-making and time management skills
- Contact centre or dispatch experience is an asset
Tools & skills
Source and dates
Employer career site / ATS feed · dayforce-feed
- Employer posting date
- 2026-07-06
- First seen by our source
- 2026-10-13
- Source record updated
- 2026-10-15
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Entry level |
| Department | Customer service |
| Schedule | day, evening, holidays, weekends |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
| Background checks | references |
| Encouraged to apply | People with disabilities |
Summary and details written by AI from the posting; the employer’s posting is the authority.
CAA Niagara
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
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Full company description
CAA Niagara employs over 300 employees who support providing service to more than 163,000 Members across the Niagara Region. We offer our members access to an ever-expanding range of useful and reliable services that give peace of mind - from your own backyard to just about anywhere your wanderlust takes you. We operate under the guidance of a Board of Directors, who ensure continued financial viability and the fulfillment of CAA Niagara's strategic direction on behalf of its Membership.
- LinkedIn followers
- 1,898
- People associated on LinkedIn
- 126
- Reported office locations
- 3271 Schmon Pkwy, Thorold, ON L2V 4Y6, CA
- 76 Lake Street, St. Catharines, ON L2R 5X9, CA
- 155 Main Street East, Grimsby, ON L3M 1P2, CA
- 800 Niagara Street, Welland, ON L3C 5Z4, CA
- 6788 Regional Road 57, Niagara Falls, ON L2J 1B4, CA
- Business categories
- Hospitality
- Non Profit
- Travel
- Other recorded names
- CAA Niagara Talent Management Team
- CAA Niagara
- Specialties
- Membership
- Roadside Services
- Travel Consultation
- Home & Auto Insurance
- Travel Medical Insurance
- Member Rewards/Discounts
- and Community Support
- Profile identifies a recruitment agency
- No
- Reported total investment
- 0
Currency and observation date were not supplied; this is not a current valuation or a funding round.
CAA Niagara employs over 300 employees who support providing service to more than 163,000 Members across the Niagara Region. We offer our members access to an ever-expanding range of useful and reliable services that give peace of mind - from your own backyard to just about anywhere your wanderlust takes you. We operate under the guidance of a Board of Directors, who ensure continued financial viability and the…
| Field | Value |
|---|---|
| Industry | Travel Arrangements |
| Company size | 201-500 employees |
| Headquarters | Thorold, ON |
| Organization type | Nonprofit |
| Year founded | 1911 |
| Specialties | MembershipRoadside ServicesTravel ConsultationHome & Auto InsuranceTravel Medical InsuranceMember Rewards/Discountsand Community Support |
| Open jobs on Jobsy | 15 |
| View page |
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 160,000 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 | 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
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.
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