Dispatcher

3 days ago

Thorold, Canada CAA Niagara Full time

**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

Position Summary

Reporting into the Contact Centre department, the Dispatcher is responsible for communicating with our contact centre representatives and dispatching our emergency roadside service (ERS) drivers to help our members in need. The Dispatcher will make decisions and take the necessary actions to determine the most appropriate routing course to maximize driver efficiency and member satisfaction.
Primary

**Responsibilities**:

- Dispatch roadside assistance requests in a timely manner to emergency roadside service (ERS) drivers using a variety of communication channels.
- Make sound decisions based on weather forecasts and take direct applicable action when routing our ERS drivers to members
- Monitor any sudden route changes or road construction issues and establish new routes for our drivers for timely arrival to our members.
- Use your strong knowledge of the Niagara Region to make timely decisions and recommendations to route and direct the ERS drivers appropriately.
- Comply with all health and safety practices as it relates to the work, standard operating guidelines and the Occupational Health and Safety Act
- Ensure operating systems are followed correctly and company policies are enforced
- Act as a back-up support for our contact centre representatives as required
- Ad-hoc duties as assigned

**Qualifications**:

- Extensive knowledge of the local geographical area (Niagara Region)
- Strong written and verbal communication skills
- Excellent organizational and time management skills
- Ability to multi-task in a fast-paced work environment with a focus on quality
- Solid understanding of transportation and safety regulations
- Energetic, motivated and able to work well in a team environment
- Strong customer service focus, both internally and externally

Education & Experience
- High School Diploma preferred
- 2+ years of customer service experience
- Experience in a contact centre or dispatch role is considered an asset

Working Conditions
- Required to sit for long periods of time
- Must be available to support at 24/7 operation including: nights, weekends (Saturdays, Sundays), and holidays
- Ability to work in an office environment with frequent interruptions

We will work with you to meet your needs and ensure a positive experience throughout the recruitment journey.

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