Job Description

WHO WE ARE:

CAA Niagara is a proud Niagara Region employer, that strives on delivering rewarding experiences and enhancing the lives of our community. For over hundred years we have provided emergency roadside assistance, travel services, insurance coverage, membership and rewards savings; continually growing our suite of relevant products. A true community partner, we could not be here without our over 150,000 members across Niagara, allowing us to focus on earning your continued trust, every day!



CAA Niagara is seeking a Dispatcher to join our Emergency Roadside Services (ERS) team. This role is essential to the day-to-day success of our 24/7 operations, helping to ensure our members receive fast, reliable service when they need it most.

This position is ideal for someone who thrives in a high-energy environment, enjoys problem solving on the go, and takes pride in supporting both frontline teams and members during urgent situations.



Position Overview

Reporting to the Contact Centre Supervisor, the Dispatcher is responsible for coordinating roadside assistance requests from members, dispatching ERS drivers, and ensuring timely, accurate communication between contact centre staff, drivers, and members.

This position plays a key role in supporting our members in real time and requires a calm, professional approach to decision-making, particularly under pressure.



Key Responsibilities

Dispatch and Coordination

Dispatch roadside assistance requests using a variety of communication tools Monitor road conditions, weather, and service delays to re-route drivers as needed Maintain communication with ERS drivers to support efficient service delivery Act as a backup for contact centre representatives during peak periods

Operational Support

Ensure compliance with scheduling and standard operating procedures Support accurate record keeping and routing decisions using local geography knowledge Contribute to the overall quality and consistency of our roadside operations Comply with health and safety practices and the Occupational Health and Safety Act

What You Bring

A calm, clear-thinking mindset with strong decision-making skills Ability to prioritize in a fast-paced, multi-tasking environment Strong communication skills and comfort working across multiple platforms An understanding of geographic routing, with in-depth knowledge of the Niagara Region A collaborative and professional approach to working with a team under pressure

Qualifications

2+ years of customer service experience, preferably in a contact centre Previous dispatch experience is considered a strong asset Familiarity with transportation, logistics, and safety protocols Proficient with standard office and dispatch systems High school diploma required; post-secondary education is an asset

Working Conditions

Based on-site in Thorold with regular use of phones, headsets, and computer systems Flexibility required to support a 24/7 operation, including evenings, weekends, and holidays Must be able to sit for extended periods and work within a fast-paced, high-volume environment

Interview Process

Our process is designed to provide a full picture of how you would contribute to our team:

1. Pre-screening call

2. In-person interview

3. Background and references

4. 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.