Career Opportunities: Membership Road Service Advisor (7015)

About Us

As Canada's largest automobile association, we are passionate about keeping our Members safe - whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our 2.5M+ Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward.

Who we are

Are you ready to join an award-winning, purpose-driven culture? Welcome to the CAA Club Group of Companies (CCG), where purpose leads to passion!

At CCG, we are committed to delivering an exceptional Associate experience. We offer:
• Work-life harmony with access to an award-winning holistic wellness program,
• Continuous learning through our robust corporate curriculum and education reimbursement program,
• Incredible rewards, travel incentives, and product and service discounts,
• Pay-for-performance and best-in-class recognition programs, and
• Competitive benefits that include a defined contribution plan, personal spending account, and so much more.

Join our growing team where everyone belongs!
 

Position Details

This Work From Home position begins with paid training: 

• Day one is a virtual scheduled session to ensure your equipment is set up and in working order.
• Day two is a full day of training onsite, in-person orientation class at our CAA head office (If you are located in SCO our Head Office located at 60 Commerce Valley Dr. E. Thornhill. If you are located in Manitoba this location is at 870 Empress St. Winnipeg).
• Day three of training starts a two week schedule of virtual classroom training from 9:00am to 5:00pm EST Monday to Friday.  You must be available to attend all scheduled training - time off is not available during the training period.
• Hiring for the afternoon, evening, and overnight shift.
• Must be available to work weekends and holidays.
• This position is expected to start Friday, March 21, 2025.

What You Will Do:

• We are offering full time positions as a work from home Membership Road Service Advisor in our Emergency Roadside Operations. 
• 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 inquirie 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.
• Satisfying the service expectations and entitlements of all members.
• 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.
• Participate in regular virtual on camera coaching and team meetings.
• Perform other job-related duties as assigned.

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. 
• Strong problem-solving skills.
• 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 be available to work varied shifts including the afternoons, weekends, and statutory holidays.
• Must have dedicated high-speed hard-wired internet connection (Wireless HUBS are not acceptable) and a distracted free workspace.
   

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.