Dispatcher

Job summary

Dispatch and monitor incoming towing, battery, and light-service requests, routing calls to the nearest available contractor while balancing response times and cost effectiveness. Track contractor progress, redirect calls within required timeframes, maintain service standards, and clear completed calls from the system.

Job details

Job description: 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 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. What You Will Do: • Ensuring safety of our members is paramount • Assigning, monitoring and executing incoming tow, battery and light service requests • Manually assigning and routing all tow and light service request service calls to the nearest available contractor while ensuring both ETA's and cost effectiveness for both club and contractor • Ensuring that any calls that must be redirected and are done so within the allotted time frame and that our standards are met • Ensuring the integrity and achievement of agreed service standards • Assigning and monitoring the progress of calls given to contractors in the territory and rural area • Clearing dispatched calls from system • Handling calls in South Central Ontario’s region, Manitoba, New Brunswick, Nova Scotia, Newfoundland and PEI ***Hours: Must be available to work the afternoon shift, weekends and holidays. This is a work from home position. 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: • Excellent knowledge of Ontario roadways and highways • Experience working in customer service • Previous experience in dispatching is an asset • Formal dispatch training from accredited training facility preferred • Thorough knowledge of local and North American geography • Excellent communication skills • Demonstrated problem solving skills • Strong decision-making skills • Proven multi-tasking ability • Strong sense of urgency • Ability to work independently and seek guidance when necessary 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.

What you’ll do

Dispatch and monitor incoming towing, battery, and light-service requests, routing calls to the nearest available contractor while balancing response times and cost effectiveness. Track contractor progress, redirect calls within required timeframes, maintain service standards, and clear completed calls from the system.

Requirements

Candidates should have customer-service experience, strong communication and problem-solving skills, sound decision-making, and the ability to multitask and work independently. Knowledge of Ontario roads and North American geography is expected; dispatch experience and formal dispatch training are assets, and availability for afternoon shifts, weekends, holidays, and all scheduled training is required.

Listed skills

• Customer service · Preferred
• Communication · Preferred
• Problem solving · Preferred
• Decision Making · Preferred
• Multitasking · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Dispatching
• Knowledge Of Ontario Roadways And Highways
• Local And North American Geography
• Communication
• Problem Solving
• Decision-Making
• Multitasking
• Sense Of Urgency
• Independent Work
• Call Routing
• Contractor Coordination
• Service Standards

Job areas

• Logistics
• Transportation
• Customer Service & Support
• Security & Safety

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