FT Contract - Contact Centre Representative

• 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

• 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

• 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

• 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

• 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

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.