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.