CAA Atlantic (https://atlantic.caa.ca/) is a member-based organization serving over 320,000 members across Atlantic Canada, with headquarters in Saint John, New Brunswick.
CAA Atlantic is part of the national CAA federation with almost 7 million members across the country! CAA is one of the largest, most trusted and respected consumer-based organizations in Canada. We provide emergency roadside assistance, travel services, and exclusive savings and rewards for our members. We're deeply focused on helping Atlantic Canadians travel safely and confidently, whether they are on the road close to home or planning trips around the world. We are also proud to be recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital (https://waterstonehc.com/canadas-most-admired/canadas-most-admired-corporate-cultures/corporate-culture-winners/).
"It's so fun to work with CAA Atlantic!" - Linda Landry, Travel Advisor
To learn more about the CAA Atlantic employee experience visit us online:
- Careers CAA Atlantic- Work With Us - https://atlantic.caa.ca/about/careers/work-with-us
- Careers CAA Atlantic- Team Member Stories - https://atlantic.caa.ca/about/careers/team-member-stories
Are you someone who enjoys interacting with people? Are you someone whose natural motive is to help others? Are you savvy with digital mapping technologies? Do you easily adapt to using new technologies and processes? If yes, then look no further!
In this position you will play a critical role in supporting CAA Atlantic members when they need us most! Working in a fast‑paced, people‑first environment, you'll be the first point of contact for members requesting roadside assistance across Atlantic Canada.
This position will provide you with full time hours within our Roadside Contact Center where you will interact and support thousands of members traveling throughout Atlantic Canada needing immediate roadside help.
As a Bilingual Member Service Representative (French & English languages) / Représentant(e) du service aux membres (français et anglais), located at our office in Saint John, New Brunswick, you'll provide calm, clear, and compassionate support by answering inbound calls, responding to call‑back requests, and ensuring members feel reassured and cared for during stressful situations. This role offers meaningful, real‑world customer service experience while working at one of Atlantic Canada's Top Employers organization known for helping people travel safely and confidently.
You will use digital mapping and dispatch systems to accurately pinpoint the member's exact location, and coordinate assistance with service providers. You'll also respond to general membership inquiries, complete required clerical documentation, and work collaboratively with your teammates to ensure smooth operations across all shifts.
You will be supported through hands-on training and regular coaching from your supervisor, helping you to build more confidence in your ability to manage one‑on‑one customer interactions.
Responsibilities
- This is a shift rotation position, and the Contact Center is open 7 days a week, 365 days a year with working hours from 6:00AM to 11:00PM AST
- Answer inbound requests and call back requests for Roadside Assistance.
- Adhering to CAA Atlantic Terms and Conditions
- Accountable to deliver on several Key Performance Indicators (Quality, Accuracy, Productivity)
- Work as part of a shift rotation
- Answer general Membership inquiries
- Administrative work
- Other duties as required
Qualifications
- High school diploma or equivalent
- Bilingual (English/French) is required
- Proficient using digital mapping solutions, experience with Google Maps is an asset
- Previous work experience in customer service - any industry
- Ability to work and contribute to a team environment.
- Ability to work independently one-on-one with a customer
- Strong communication and interpersonal skills
- Effective listening, strong decision making and problem-solving skills
- Ability to exercise good judgement and prepared to handle difficult situations
- Ability to demonstrate empathy with members
- Competent in Microsoft Office and a strong working knowledge of computer applications and keyboarding skills
- Comfortable with repetitive routines
Pay: $36,696.00-$55,045.00 per year
Work Location: In person
