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.
