Dispatcher (Internal Applicants Only)
CAA Atlantic - 8 Jobs
Saint John, NB
Posted 3 days ago
Job Details:
Hybrid remote
$44,692 - $67,039 / year
Full-time
Experienced
Benefits:
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plans
Pension plan
Life Insurance
Disability Insurance
Employee Assistance Program
Bonuses & Incentives
Wellness Programs
The Primary Roadside Dispatcher is a key member of CAA Atlantic's Emergency Roadside Services (ERS) team, responsible for coordinating and dispatching roadside assistance to Members across Atlantic Canada. Working in a fast paced, technology driven environment, the Dispatcher ensures timely, accurate, and compassionate support during vehicle breakdowns, emergencies, and other roadside events. This role requires strong multitasking skills, sound judgment, and a commitment to delivering exceptional service.
Working Conditions
- Dispatch center operates 365 days a year, including weekends and holidays.
- Rotational 10 hour shifts between 6:00 AM and 11:00 PM AST.
- Fast paced environment requiring sustained focus and rapid decision making.
- Work performed in a hybrid office/work from home environment
Responsibilities
Dispatch Operations
- Receive, prioritize, and assign roadside assistance calls to Club-Owned Fleet and contracted service providers.
- Monitor real time call activity using the AXIS dispatch platforms such as Dispatcher Workbench and Driver Watch (GPS mapping tool).
- Adjust call assignments based on changing conditions, service provider availability, and Member safety considerations.
- Ensure accurate documentation of all call details, updates, and service outcomes.
Member Communication & Support
- Provide Keeping Members Informed (KMI) updates, including ETAs, delays, and service status changes.
- Communicate with Members in a calm, professional manner during stressful or emergency situations.
- Escalate urgent or safety related incidents as required.
Service Provider Coordination
- Maintain continuous communication with drivers and contracted partners to ensure efficient service.
- Support service providers with call details, location clarification, and procedural guidance.
- Monitor performance metrics such as response times, call completion, and service quality.
Operational Excellence
- Follow established dispatch protocols, safety procedures, and quality standards.
- Participate in ongoing training to stay current with dispatch systems, roadside service procedures, and Member service expectations.
- Contribute to a positive team environment by supporting colleagues and sharing operational insights
Qualifications
Required
- High School diploma or equivalent
- Strong multitasking ability and comfort working in a high volume, time sensitive environment.
- Excellent communication skills, both verbal and written.
- Proficiency with computer systems, digital mapping tools, and real time dispatch platforms.
- Ability to remain calm and make sound decisions under pressure.
- High attention to detail and accuracy in data entry and call documentation.
Preferred
- Previous experience in dispatch, emergency communications, transportation logistics, or customer service.
- Familiarity with roadside assistance operations or automotive services.
- Knowledge of Atlantic Canadian geography.
Company Website:
https://www.atlantic.caa.ca/
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