Contact Centre Representative

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 147,000 members across Niagara, allowing us to focus on earning your continued trust, every day

THE BENEFITS OF WORKING HERE:
At CAA Niagara, we offer a great total rewards package that includes:

- 100% employer-paid premiums for health, dental, vision, life insurance, travel insurance
- Online Healthcare and Nurse Navigation Support
- Defined Contribution Registered Pension Plan
- Growth/Training and Development opportunities
- Give Where You Live Program (Community Volunteer Opportunities)
- Green / Wellness Reimbursement Program
- A focus on your Health & Wellbeing: With paid personal hours & programs designed to encourage individual wellness
- Many social events, committees to join, opportunities to participate and feel the CAA Niagara pride

COVID-19 VACCINATION EMPLOYMENT REQUIREMENT:
As we play a strong role in our community and in keeping our employees, members, customers and community safe, as per our vaccination policy, all employees, including new hires, must be fully vaccinated (of all strains) against COVID-19. Proof of vaccination is to be provided upon offer of employment.

Position Summary

A team member of the Contact Centre and Emergency Roadside Services Department, the Contact Centre Representative (CCR) is responsible for providing friendly and knowledgeable support, guidance and assistance to our members during roadside assistance calls.
By exemplifying our core values of TEAMWORK, INTEGRITY, SERVICE EXCELLENCE and RESPECT & INCLUSIVITY, the CCR is an ambassador of CAA Niagara and first point of contact for our members in need.

Primary

**Responsibilities**:

- Provide SERVICE EXCELLENCE as the first point of contact for our members in need by,
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that members feel supported and valued,
- Utilizing software, databases, scripts, and tools appropriately,
- Understanding and striving to meet or exceed call centre metrics while providing excellent consistent customer service
- Provide TEAMWORK to contact centre team and our roadside heroes by,
- Obtaining and providing accurate information regarding the member’s location and service needs,
- Supporting fellow CCR’s and new hires as a peer support,
- Backing up dispatcher, as required (breaks, vacation, etc.)
- Meet personal/team qualitative and quantitative targets

This is not an exhaustive list and other duties may be assigned as permanent or temporary, where needs are required.

**Qualifications**:

- Strong phone and verbal communication skills along with active listening
- Thrives under pressure in a fast-paced environment while maintaining a focus on quality
- Customer focus and adaptability to different personality types
- Strong time management and decision-making skills
- Attention to detail a must
- Resilience and stress tolerance
- Proficiency with computers, especially with CRM software, and strong typing skills.
- Geographical knowledge of the Niagara Region
- Exceptional telephone etiquette

Education & Experience
- 2+ years of customer experience
- Experience in incoming support contact centre considered an asset

Working Conditions
- Ability to work in office environment with frequent interruptions
- Sedentary position, with constant computer work (mousing, typing, working on monitor)

CAA Niagara values diversity in our workforce, as well as in our members, suppliers and others. We provide equal employment opportunity for all applicants and Employees and do not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability or any other characteristic protected by local law.