Bilingual Member Service Representative; French & English​/Représentant; e du service aux membres

CAA Atlantic is a member-based organization serving over 320,000 members across Atlantic Canada.

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 is a full time position within our Roadside Contact Center, which means you will interact and support thousands of members travelling 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), 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.

Don't wait, apply today and take part in making a positive impact for thousands of members right here in Atlantic Canada!

• High school diploma or equivalent
• Bilingual (French and English languages) required
• Proficient using digital mapping solutions, even better if you're experienced with Google Maps!
• Previous work experience (volunteer work counts!) 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 typing skills.
• Comfortable with repetitive routines

• 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.
• Clerical paperwork
• Other duties as required.