Membership Road Service Advisor - Overnights Job Mississauga Ontario Canada,Customer Service/HelpDesk

Position Details

This is an Overnight position; successful candidate will be required to work overnights.

This Work From Home position begins with paid training:

Day one is a virtual scheduled session on Friday, August 22nd to ensure your equipment is set up and in working order.

Day two is a full day of training onsite, in-person orientation class on Monday, August 25th 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 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 overnight shift only. Shifts to start at 10pm EST.

Must be available to work every second weekend, including holidays as this department is open 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.

Who You Are:

Completion of post-secondary education.

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.


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