Echelon Insurance is looking for an ERS Control Tower Associate to ensure member safety by managing incoming roadside assistance requests. This remote role is central to our commitment to keeping our members safe.
What You'll Do
- Ensure member safety as the top priority.
- Assign, monitor, and execute incoming tow, battery, and light service requests.
- Manually assign and route service calls to the nearest available contractor, balancing ETAs and cost.
- Redirect calls within the allotted time frame to meet our service standards.
- Ensure the integrity and achievement of agreed service standards.
- Assign and monitor the progress of calls given to contractors in the territory and rural areas.
- Clear dispatched calls from the system.
What We're Looking For
- Excellent knowledge of Ontario roadways and highways.
- Experience working in customer service.
- Thorough knowledge of local and North American geography.
- Excellent communication skills.
- Demonstrated problem-solving skills.
- Strong decision-making skills.
- Proven multi-tasking ability.
- Strong sense of urgency.
- Ability to work independently and seek guidance when necessary.
Nice to Have
- Previous experience in dispatching.
- Formal dispatch training from an accredited training facility.
Benefits & Compensation
- Work-life harmony with an award-winning holistic wellness program.
- Continuous learning through a robust corporate curriculum and education reimbursement.
- Incredible rewards, travel incentives, and product and service discounts.
- Pay-for-performance and best-in-class recognition programs.
- Competitive benefits including a defined contribution plan and personal spending account.
Work Mode
This is a hybrid role. You can work from home or from our offices in Thornhill, Ontario or Winnipeg, Manitoba.
Echelon Insurance is an equal opportunity employer committed to providing employment accommodation in accordance with all applicable Provincial Human Rights and Accessibility Legislation.
