Call Centre Operator

Description:

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

Responsibilities

• Receive inbound calls regarding road service requests and/or general club information
• 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
• Maintain a composed demeanor when dealing with distressed or agitated Members, ensuring that their concerns are addressed with empathy and professionalism.
• Efficiently gather comprehensive information about the nature and severity of emergencies, facilitating accurate assistance.
• Utilize mapping software to record precise vehicle locations and destinations.
• Maintain meticulous records of Member information, service requests, and call details in the CRM/database systems.
• 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.
• Outbound telephone calls to Members to complete data cleanup 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