Reporting to the Manager, Dispatch Operations, the Primary Roadside Dispatcher is responsible for coordinating and ensuring the efficient delivery of exceptional roadside assistance services to CAA Members by dispatching service calls to Club-Owned Fleet and Contractor service vehicles within the CAA Atlantic network. This role leverages dispatch technologies, including the AXIS dispatch system, automation tools, and real-time communication systems, to provide a seamless and responsive Member experience.
In this role, the Primary Roadside Dispatcher is instrumental in optimizing vehicle resource allocation by leveraging machine-enabled auto-spot and location technology, complemented by manual intervention when needed. Additionally, Dispatchers are responsible for ensuring timely and accurate Keeping Members Informed (KMI) updates to enhance the Member experience.
Working Conditions:
- The role operates in a fast-paced, high-pressure environment where managing multiple priorities and ETA deadlines is critical.
- The Dipsatch Center is open 7 days a week, 365 days a year. This is a shift rotation position with 11 hour shifts, Center operating hours: 6:00AM to 11:00PM AST.
- Shift flexibility is required, including the ability to work evenings, weekends, and holidays as needed to ensure dispatch operations are fully supported.
- This position may require occasional travel within the region for training, team support, or meetings.
- The role involves extended periods of computer use and requires the ability to adapt to rapidly changing operational demands.
- Participation in on-call rotations may be required to provide after-hours support for escalated issues.
- Overtime as required
Dispatch Operations:
- Receive and process roadside assistance requests from multiple channels, including MSRs (Member Service Representatives), RAP (Roadside Assistance Program), and the ERS (Emergency Roadside Service) online system.
- Dispatch service providers using AXIS, leveraging automated and manual tools based on call type, location, and vehicle capabilities.
- Monitor and update the status of service calls in real time, ensuring Members are informed of changes to their estimated time of arrival (ETA).
- Utilize AXIS with SmartSpot and Driver Watch to allocate resources effectively and spot service vehicles.
- Use mapping software integrated with AXIS to determine and geocode call locations for accurate dispatching.
- Using Driver Watch and by maintaining effective communication, help to identify any safety incident(s) for either our Fleet team, contractors and/or the member. Escalate any instances where a safety incident has occurred to the Dispatch Manager & contribute to the safety incident report
Member Communication:
- Proactively manage KMI by sending outbound calls and SMS notifications to update Members on the status of their service request.
- Address Member inquiries related to service timelines and coordinate with service providers to resolve escalations.
Technology & Tools:
- Operate the AXIS Dispatcher Workbench, Driver Watch, and other digital dispatch tools to optimize call handling and resource allocation.
- Leverage machine auto-spot technology in AXIS to ensure accurate vehicle assignments based on service type and truck capabilities.
Administrative Tasks:
- Process invoices for payment and maintain accurate records of service calls.
- Participate in an on-call rotation to ensure adequate coverage during weekends and statutory holidays.
- Perform other duties as assigned to support the smooth operation of roadside services.
Education & Experience:
- Previous experience in a dispatch related environment with demonstrated expertise in resource optimization and service delivery.
- Strong commitment to Member service excellence and teamwork.
- Exceptional communication and interpersonal skills.
- Advanced problem-solving abilities with high attention to detail.
- Ability to multitask and work effectively under pressure in a fast-paced environment.
- Experience in Auto Club would be considered an asset.
- Knowledge of Atlantic Canada geography.
- Bilingual (French/English) skills are considered an asset
Skills & Competencies:
- Proficient in utilizing dispatch systems, mapping tools (e.g., Google Maps), and related applications; experience with the AXIS dispatch system is considered an asset.
- Familiar with automated dispatch processes and machine-enabled auto-spot technologies.
- Strong computer proficiency, including advanced skills in Windows-based PC applications.
- Excellent verbal and written communication skills, with the ability to convey information clearly and effectively.
- Analytical mindset with a strong ability to interpret data, identify trends, and make informed decisions.
- Skilled in dispatch software, telephony systems, CRM platforms, and business intelligence tools.
- Exceptional organizational and time-management abilities, with a focus on multitasking in high-pressure environments.
- Dedicated to fostering a culture of continuous improvement and operational excellence.
Find out more about life at CAA Atlantic by watching this short video on YouTube: Hidden Gems: Working at CAA Atlantic
To learn more about the CAA Atlantic employee experience visit our Careers Pages:
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