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 one hundred years, we have been a staple within our community, providing such services as emergency roadside assistance, travel services, insurance coverage, membership and rewards savings; continually growing our suite of relevant services and products. A true community partner, we could not be here without our over 160,000 members across Niagara, allowing us to focus on earning your continued trust, every day! Dispatcher 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. At CAA Niagara, we offer a robust total rewards package that includes: 100% employer-paid premiums for health, dental, vision, life insurance, travel insurance Virtual Healthcare and Nurse Navigation Support Defined Contribution Registered Pension Plan Growth/Training and Development opportunities Give Where You Live Program (Community Volunteer Program) Green and Wellness Reimbursement Program Paid Personal and Vacation Hours Key Responsibilities 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: Pre-screening call In-person interview Background and references 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.