Automotive Services Call Centre

 

Description:

Relay information to fleet drivers, brokers, and contractors by telephone, radio, or digital dispatch.

  • Dispatches rescues with a focus on Member safety and Member service.
  • Monitor fleet and contractor operations during the shift to ensure that club policies and procedures are maintained.
  • Responds to incoming road service requests and/or general club information calls.
  • Monitors current ETAs and resources, adjusting as needed.
  • Determines exact service requirements and inputs data into Emergency Road Service Programs for use by dispatchers and refers rural calls to contractors.
  • As required, contacts Members in the service queue to update them on the arrival of a service vehicle.
  • Answers questions and offers support to on-shift Operators as needed.
  • Investigates issues in real-time calls, asks questions to staff to understand the situation, and resolve the issue.
  • Ensures calls are noted in real-time as required
  • Ensures the smooth transition to Xperigo at 11pm, and ensures all calls are cleared from the CAA North and East Ontario queue before logging off.
  • Makes exceptions for service, and documents them appropriately, with a focus on Member safety.
  • Works with Members to resolve issues and complaints where possible in real-time.
  • Shift work as per collective agreement.
  • Documents any performance issues, Member issues, technical problems, or any other relevant information to the Automotive Services Management Team to address the next day.

Organization CAA North & East Ontario
Industry Call Center / BPO / KPO Jobs
Occupational Category Automotive Services Call Centre
Job Location Ontario,Canada
Shift Type Morning
Job Type Full Time
Gender No Preference
Career Level Intermediate
Experience 2 Years
Posted at 2023-02-23 12:06 pm
Expires on 2024-12-04