Call Centre Operator

POSITION: Call Centre Operator

LOCATION: Work-From-Home

TERM: Full-Time, 1 Year Contract

***Preferred candidates will reside in the Eastern Ontario or Thunder Bay region***

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 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

Responsibilities

Exceptional Member Service:

• Provide prompt, professional, and empathetic support to Members encountering emergency roadside situations.
• Prioritize Member safety during emergency situations by diligently following safety protocols and guidelines, ensuring their well-being and security.
• Maintain a composed demeanor when dealing with distressed or agitated Members, ensuring that their concerns are addressed with empathy and professionalism.
• Respond to emergency calls and answer Member inquires via chat.
• Update and resolve emergency calls initiated by the IVR automated system.
• Offer Members clear and practical guidance on safe practices while they await assistance, helping them navigate challenging circumstances.

Accurate Data Entry:

• Maintain meticulous records of Member information, service requests, and call details in the CRM and database systems, ensuring data accuracy and completeness.
• Efficiently gather comprehensive information about the nature and severity of emergencies, facilitating accurate assistance.
• Utilize mapping software to record precise vehicle locations and destinations, enhancing the efficiency of assistance coordination.

Effective Communication:

• Demonstrate a Member-centric mindset in all interactions, consistently prioritizing Member safety and satisfaction.
• Collaborate seamlessly with the Supervisor of the Emergency Roadside Assistance Call Centre, Dispatchers, and other team members to convey pertinent information and ensure the smooth delivery of services.
• Work in coordination with external service providers to ensure timely and effective assistance for Members.

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.

Education & Experience

• A high school diploma or equivalent
• Previous experience working in an inbound high-volume call centre is preferred.
• Demonstrated knowledge of CAANEO Emergency Roadside Assistance policies and procedures
• Additional education or experience related to customer service, emergency response, or a related field is an asset.
• Bilingualism in English and French is an asset

Customer Service Skills:

• Excellent verbal and written communication skills are essential.
• Ability to convey information clearly, concisely, and accurately.
• Meticulous attention to detail for accurate data entry and information gathering.
• Ability to thrive in a high-volume, fast-paced environment, while remaining calm and composed under pressure.
• Ability to remain professional, empathetic, and patient when dealing with distressed or agitated Members.
• Sound judgment and decision-making abilities to assess emergencies and coordinate assistance promptly.
• Strong collaborative skills and the ability to work effectively with team members, dispatchers, and external service providers.

Member Safety:

• A strong commitment to adhering to safety protocols and guidelines to ensure Member safety.
• The ability to effectively manage crises and escalate calls when necessary to resolve complex issues.

Technical Proficiency:

• Proficiency in using computer systems, CRM software, mapping software, telephony systems, and Microsoft Suite.
• Proficiency in data entry and record-keeping to maintain accurate Member information and call records.

Availability:

• Flexibility in working shifts, including evenings, weekends, and holidays.

Compensation:

• Base Salary: $19.18/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

Pay: From $19.18 per hour

Benefits:

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

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