About the Company
The Canadian Automobile Association (CAA) is a federation of nine motor clubs across Canada, providing over 6 million Members with emergency roadside assistance, travel and insurance services, and Member savings. For over 100 years, CAA has been helping Canadians stay safe, secure, and mobile. We are committed to fostering a supportive and dynamic work environment where every team member can thrive and contribute to our mission of serving our communities.
Job Description
Join our dedicated team as a Remote Dispatcher / Roadside Assistance Agent, handling inbound calls from Members across Canada. In this vital role, you will be the first point of contact for individuals experiencing vehicle breakdowns or other roadside emergencies. Your primary responsibility will be to efficiently assess their needs, accurately dispatch appropriate service vehicles, and provide empathetic support until help arrives. This is a 100% remote position, offering the flexibility to work from your home office while connecting with a passionate national team.
Key Responsibilities
- Receive high volumes of inbound calls from Members requesting roadside assistance.
- Accurately identify Member needs and vehicle issues through effective questioning and active listening.
- Utilize dispatch software to locate Members and assign the closest and most appropriate service providers.
- Provide real-time updates and estimated arrival times to Members, managing expectations and offering reassurance.
- Document all call details, service requests, and dispatch information meticulously in the system.
- Monitor active dispatches to ensure timely service delivery and troubleshoot any potential delays.
- Communicate effectively with service providers to relay critical information and resolve issues.
- Handle stressful situations with calm professionalism and empathy, ensuring a positive Member experience.
- Adhere to all company policies, procedures, and service standards.
Required Skills
- Minimum of 1 year of experience in a call center, customer service, or dispatch role.
- Excellent verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- Proficiency with computer systems and ability to navigate multiple applications simultaneously.
- Ability to work effectively under pressure in a fast-paced environment.
- High level of empathy and a strong desire to help others.
- Reliable high-speed internet connection and a quiet, dedicated home workspace.
- Must be legally eligible to work in Canada.
Preferred Qualifications
- Experience with dispatching or logistics software.
- Familiarity with automotive terminology or roadside assistance services.
- Bilingualism (English/French) is a significant asset.
- Previous experience working remotely.
Perks & Benefits
- Comprehensive health, dental, and vision benefits.
- Generous paid time off and vacation policy.
- Employee assistance program for mental wellness.
- Opportunities for career growth and professional development.
- Exclusive CAA Member discounts on products and services.
- Supportive remote work environment with virtual team events.
- Paid virtual training and ongoing coaching.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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