Contact Centre Representative

Accurately document details and initiate appropriate service responses

Use internal systems and scripts to provide consistent, clear support

Team Collaboration

Share accurate information with dispatchers and other team members

Provide peer support to colleagues and assist with onboarding when needed

Support service continuity by backing up dispatchers during breaks or absences

Service Excellence

Maintain a focus on both quality and efficiency in every interaction

Contribute to personal and team performance metrics

Stay calm and solution-focused during high-stress calls or peak periods

What You Bring

A member-first approach

Confidence working under pressure while staying solution-oriented

Excellent verbal communication and strong listening skills

Ability to adapt to different personalities and caller needs

Detail-oriented with strong organizational and typing skills

Familiarity with the Niagara Region considered a strong asset

Qualifications

Experience providing excellent customer service

Contact centre or dispatch experience is considered an asset

Comfortable navigating multiple software platforms at once

Strong typing, decision-making, and time management skills

Working Conditions

Based in-office in Thorold

Sedentary position with frequent use of computers and headsets

Ability to work in a busy, interruption-prone environment

Flexibility to work a variety of shifts, including evenings, weekends, and holidays, to support our 24/7 operation

Interview Process

Our hiring process is designed to give you the chance to showcase your fit for the role:

Pre-screening call

In-person interview

Background and references

Offer

CAA Niagara is an equal-opportunity employer and is committed to providing an accessible and inclusive workplace. We are dedicated to ensuring that our recruitment processes are barrier-free and accommodating to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or employment process, please inform our Human Resources department at hr@caaniagara.ca We will work with you to meet your needs and ensure a positive experience throughout the recruitment journey.