Dash Roadside Associate

**About the Role**:
Are you calm under pressure and passionate about helping people in critical moments? As a **DASH Roadside Associate** at ContactPoint 360, you’ll be the first point of contact for individuals facing vehicle trouble. Whether responding by phone or text, you’ll guide customers through roadside events and coordinate rapid assistance—all while ensuring their safety and peace of mind.

You’ll work in a fast-paced, digitally enabled environment and be supported by coaching, technology, and a culture that puts people first.

**What You’ll Do**:

- Respond promptly to customer calls and text messages requesting roadside assistance.
- Navigate and manage multiple systems simultaneously to ensure accurate and efficient service processing.
- Use GPS tools like Google Maps and What3Words to pinpoint customer locations quickly.
- Educate customers on digital features like Service Tracker and encourage participation.
- Provide clear, empathetic support to individuals in high-stress roadside situations, including highways and vulnerable areas.
- Offer tailored solutions based on customer needs, situational urgency, and service entitlements.
- Ensure first-call resolution by managing inquiries end-to-end and balancing empathy with urgency.
- Handle escalated or complex situations calmly and professionally, using problem-solving and empowered decision-making.
- Escalate unresolved complaints appropriately to supervisors or the resolution team.
- Manage multiple customer inquiries (voice and text) simultaneously with efficiency and accuracy.
- Assist with administrative tasks such as feedback analysis and detractor follow-up as needed.
- Actively participate in coaching sessions and one-on-one development discussions.
- Join team meetings and collaborate on cross-functional projects to support continuous improvement.
- Support team leadership with additional responsibilities as assigned.

**What You Bring**:

- High school diploma or equivalent.
- Strong communication skills with a clear, calm, and customer-focused approach.
- Experience in customer service (call center or emergency services experience is a plus).
- Ability to work well under pressure and respond effectively in urgent situations.
- Proficiency with Windows, Microsoft Office, and online tools like Google Maps.
- Strong organizational and multitasking skills.
- Knowledge of Southern Ontario and Manitoba geography is an asset.
- A collaborative mindset and a desire to grow in a supportive, dynamic environment.

**Working Conditions**:

- On-site role at our Montreal office (5075 rue de Sorel, 5th Floor).
- Rotational schedule including evenings and weekends, must be comfortable working various shifts in a **24/7 environment**:

- Screen-intensive, computer and phone-based work environment.
- Occasional interaction with escalated or distressed customers.

If you’re passionate about helping people and ready to make a real impact, we’d love to hear from you.

**Join our CP360 Family, today**

**At ContactPoint360, we are relentlessly focused on delivering exceptional customer experiences.** As the fastest-growing BPO on the planet, with over 5,000 teammates across 10 global locations, we combine cutting-edge technology with innovative strategies to help our clients succeed. Our approach is simple: obsess over customers, think long-term, and build a team of smart, driven professionals who thrive in a high-growth, high-impact environment. We’re not just a service provider—we’re a partner in driving real results. **ContactPoint360 is where innovation, execution, and customer obsession meet.**

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

**Our Purpose**:
Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients’ customers into loyal advocates for life.