About Us

Our team is currently seeking to add members to our team in the role of Emergency Road Service Controllers.

Who we are

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 two-million Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward. Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development- and we regularly recognize their achievements and outstanding results. CAA Club Group (CCG) is known for providing stellar emergency roadside assistance to our motoring Members and non-Members. We work hard and play hard. We're about doing what's right and feeling good about it.

Position Details

In this role, you will be working on things like:

• Monitor assigned territory utilizing Geo-Temporal Gen2 and D3 for current and predicted volumes/ATAs to ensure that potential hot spots are identified, and truck placement addressed proactively
• Communicate with Dispatchers and Account Representatives directly to arrange movement or incremental truck placement
• Assist in the mitigation and reduction of service requests with expired ETAs and those that exceed 60 minutes
• Interact with Dispatch Managers and Supervisors to ensure a shared understanding of resource capabilities, rising PTAs and potential deficiencies so that proactive member communications can be addressed with a range of customer focused options
• Monitor Dispatch activity and movement of trucks to ensure that predicted service issues are being addressed
• Monitor and determine when to raise PTAs after utilizing all available equipment to ensure total Member satisfaction and safety
• Update PTAs in D3 regularly throughout the day to ensure accurate expectations are being set with members
• Monitor all end-to-end processes and systems to identify potential failure points and possible mitigations to maintain Member service levels
• Recommend changes to workflow, policy and procedure to ensure a consistent and optimal member experience
• Support required analysis that leads to operational or system recommendations
• Review and determine root cause of long ATAs
• Review end-to-end member experience to identify failure points in our processes and pain points for our customers
• Provide recommendations for system and operational improvements.

JOB REQUIREMENTS *

• Post-Secondary degree or diploma preferably in 911 Training/Communications and previous dispatch experience
• Strong analytical skills
• Exceptional problem-solving skills
• Ability to work independently
• Excellent communication skills (oral & written)
• Excellent organizational skills
• Strong Computer knowledge and skill with D3, Gen2 and Microsoft Excel

This is a 7 MONTH SECONDMENT OPPORTUNITY on the afternon shift. Hours are for a 1:30pm to 9:30 pm shift working every 3rd weekend.

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). CAA 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.