Membership Road Service Advisor

Job summary

The role involves handling member inquiries and requests via calls and texts in a fast-paced call center environment. The advisor is responsible for providing first-call resolution and diffusing heightened issues using a solutions-oriented approach.

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 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 and overnight shifts. Afternoon shifts to start between 12pm and 3pm, and end between 8pm - 11pm. Overnight shifts to start at 10pm EST. Must be available to work every second weekend, including holidays as this department is open 365 days a year. What You Will Do: 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.

What you’ll do

The role involves handling member inquiries and requests via calls and texts in a fast-paced call center environment. The advisor is responsible for providing first-call resolution and diffusing heightened issues using a solutions-oriented approach.

Requirements

Candidates must have a post-secondary education and at least 2 years of customer service experience. Technical requirements include a high-speed hard-wired internet connection and a distraction-free workspace.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• written communication · Preferred
• Problem solving · Preferred
• Multitasking · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Call Center Operations
• Multitasking
• Conflict Resolution
• Written Communication
• Verbal Communication
• Google Maps
• Problem Solving
• Phone Systems
• Time Management

Job areas

• Customer Service & Support
• Transportation
• Administrative