Emergency Road Service Advisor

Working in a call center environment, you will be responsible for answering calls, and texts, within skill-set assigned queues providing timely responses to Member inquiries and requests, managing call flows in conjunction with navigating multiple screens simultaneously.

Provide first call resolution to address all Member concerns and/or discrepancies while balancing empathy and urgency in each interaction.

Deliver exceptional customer service by taking a Member-centric approach to call handling.

Diffuse heightened issues by integrating a solutions-oriented approach, that maintains a balance between member and business needs, to proactively problem solve.

Escalate complaints through channels of Resolution Centre, Relations, Team Advisors/Supervisors for resolution handling when necessary.

Perform other job-related duties as assigned.

Please note, salary range is not inclusive of total compensation.

The expected salary range for this position will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level.

Candidates with salary expectations outside of the range are encouraged to apply.

Who You Are: Completion of post-secondary education. 911 Emergency and Call Centre Communications diploma an asset.

Minimum 2 years of customer service experience.

Excellent communication skills both written and verbal.

Demonstrated abilities to multitask in a fast-paced environment.

Ability to navigate multiple computer screens and systems, including Google Maps.

High comfort level with phone systems and technology.

Excellent knowledge of Ontario/Manitoba roadways and highways.

Must have dedicated high-speed hard-wired internet connection (Wireless HUBS are not acceptable) and a distracted free workspace.

Please note: Internal applicants are asked to formally express their interest by applying online no later than 10 business days of the position being posted.

Please note that we may use AI tools to help us through the recruitment process.

Our Commitment We are an equal opportunity employer and are committed to providing employment accommodation in accordance with all applicable Provincial Human Rights and Accessibility Legislation.

CCG will provide accommodations to job applicants with disabilities throughout the recruitment process.

If you require an accommodation, please notify us and we will work with you to meet your needs.