Call Centre Operator

1 week ago

Thunder Bay, Canada CAA North & East Ontario Full time

**POSITION: Call Centre Operator**

**LOCATION: Work-From-Home**

**TERM: Full-Time, 1 Year Contract**

**Summary**:
Our Call Centre Operators play a pivotal role in CAANEO's mission of delivering exceptional emergency roadside assistance services, prioritizing Member safety and satisfaction. They ensure Members receive prompt, professional, and empathetic support during vehicle-related emergencies.

Call Centre Operators efficiently manage incoming emergency roadside assistance calls, maintain meticulous records, utilize mapping software for precise location tracking, and demonstrate a Member-centric mindset in all interactions. They collaborate seamlessly with team members, dispatchers, and external service providers to ensure the smooth delivery of services.

Call Centre Operators engage in proactive outbound calls to existing Members to ensure data accuracy. They possess excellent customer service skills, technical proficiency, sound judgment, adaptability, and a strong commitment to Member safety and satisfaction.

The Call Centre Operator works an average of 38.5 hours per week; 12-hour shifts on a 2-week rotation.

Week 1: Sunday _**Monday Tuesday**_ Wednesday Thursday _**Friday Saturday**_

Week 2: _**Sunday**_ Monday Tuesday _**Wednesday Thursday**_ Friday Saturday

**Job Duties**
- Receives incoming telephone calls regarding road service requests and/or general club information
- Determines exact service requirements and inputs data into Emergency Road Service Programs for use by dispatchers and refers rural calls to contractors
- Outbound telephone calls to Members to complete data clean up and account information
- Respond to member inquiries regarding membership and Member Benefits, providing prospective members with information on all CAA North & East Ontario services.
- Performs various clerical duties

**Requirements**: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Grade 12 or equivalent
- Previous Call Center experience is an asset
- Excellent interpersonal and listening skills
- Ability to work under pressure both individually and as part of a team
- Attention to detail
- Excellent attendance and punctuality
- Fluency in both official languages is an asset
- Successful applicants will be required to join Teamsters Local Union 91

**Compensation**:

- Base Salary: $18.35/hour
- Health & Dental Benefits.
- 2 Weeks Vacation
- CAA Membership

Employment is contingent on satisfactory results of a Criminal Background Check and reference check.

Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process.

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

**Salary**: From $18.35 per hour

**Benefits**:

- Company events
- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- Store discount
- Vision care
- Work from home

Schedule:

- 12 hour shift
- Day shift
- Evening shift
- Overtime
- Weekends as needed

Supplemental pay types:

- Overtime pay

Application question(s):

- Do you reside in the Ottawa-Gatineau, Eastern Ontario, or Thunder Bay region?

**Experience**:

- Call Centre: 1 year (preferred)

**Language**:

- English & French (preferred)

Work Location: Remote

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