CAA North & East Ontario's success depends on great people. If you are ready for the challenge, find your job here.

We offer a wide range of career opportunities in the areas of Administration, Finance, Emergency Road Service, Travel and Member Service, Insurance, Human Resources and Information Technology. We pride ourselves on being an equal opportunity employer and support internal career advancement with on-going training and development.

If you are interested in submitting a general resume, please send it to jobs@caaneo.on.ca indicating which of our Travel Stores and position you would be interested in.

Please note that CAA North & East Ontario's unionized positions require posting to internal candidates prior to posting externally.

Membership Sales Specialist

Position: Membership Sales Specialist

Company: CAA North & East Ontario (CAANEO)

Location: Membership Sales Call Centre, 2151 Thurston Drive, Ottawa, ON


Summary

The Membership Sales Specialist is required to sell new CAA memberships to the public, primarily by phone, and follow up with existing members to renew, cross sell, and explore opportunities to enhance their memberships. The incumbent is required to ensure complete services are provided to current and prospective members of CAA North & East Ontario. This position is full time, 37.5 hours per week, and requires evening and weekend work on a rotational basis.

JOB FUNCTION AND RESPONSIBILITIES:

  • Sell CAA memberships by phone, and in person, as required.
  • Utilize prepared scripts, and respond to ad hoc enquiries to educate current and potential members on the value of CAA membership and other products and services (cross sell and upsell as is appropriate)
  • Respond to member enquiries regarding membership, helping them choose the best type of membership for themselves and their families.
  • Reactivate CAA memberships by identifying and overcoming objections and presenting a value proposition pertinent to the consumer. Assist Members wishing to terminate their membership by probing and identifying the reasons and linking a value add service in order to salvage the cancellation.
  • Ensure the Members’ privacy and consumer interests are protected.
  • Follow-up on all initial contacts and conduct Outbound Campaigns as assigned by the Manager, Call Centre.
  • Attend trade shows and events outside of the office to build community relations and sell memberships, as required.

QUALIFICATIONS REQUIRED:

  • Minimum of Grade 12 or Equivalent
  • Call Centre or retail sales experience required
  • Fluency in both Official Languages desirable
  • Basic Computer Skills

KEY COMPETENCIES:

  • Must be self-disciplined; able to meet required sales and call attainment quotas
  • Flexibility to work shifts as determined by business needs
  • Clear and concise communication skills
  • Sales ability; able to ask for the sale and persuade a reluctant consumer
  • Ability to adapt quickly and give creative, accurate responses
  • Tenacious
  • High energy level

Employment is contingent on a successful Criminal Background Check, reference and security check. Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process.

Call Centre Operator (Part-Time, 3 Month Contract)

Position: Call Centre Operator (Part-Time, 3 Month Contract)

Company: CAA North & East Ontario (CAANEO)

Location:Emergency Road Service Call Centre, 2151 Thurston Drive, Ottawa, ON


**Possibility of Full-time and/or Permanent position**

Summary

The Operator provides excellent customer service to CAA Members calling to request Road Service Assistance. The successful candidate will gather the accurate and detailed information needed to dispatch the appropriate Fleet Vehicle or Contractor to the Member’s location.

JOB FUNCTION AND RESPONSIBILITIES:

  • Receives incoming telephone calls regarding road service requests and/or general club information
  • Determines exact service requirements and inputs data into Emergency Road Service Programs for use by dispatchers and refers rural calls to contractors
  • Performs various clerical duties

QUALIFICATIONS REQUIRED:

  • Call Centre or Customer Service experience required
  • Excellent interpersonal and listening skills
  • Ability to work under pressure both individually and as part of a team
  • Attention to detail
  • Fluency in both official languages is an asset
  • Excellent attendance and punctuality

KEY COMPETENCIES:

  • Flexibility to work shifts as determined by business needs
  • Clear and concise communication skills
  • Ability to adapt quickly and seek accurate information
  • Empathetic problem-solving and calm demeanor

Successful applicant will be required to join Teamsters Local Union 91

Employment is contingent on a successful Criminal Background Check, reference and security check. Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process

Supervisor, Automotive Services Call Centre

Position: Supervisor, Automotive Services Call Centre

Company: CAA North & East Ontario (CAANEO)

Location: 2151 Thurston Drive, Ottawa, Ontario


Summary

Under the general direction of the Automotive Services Call Centre Manager assists in the management of the operation of the Automotive Services Call Centre; uses independent judgment within the framework of established policies and objectives in decisions that influence operations. This position provides daytime coverage, for 12 hour shifts with alternating weekends off.

Essential Duties and Responsibilities:

    Professionally represents the management of CAA North & East Ontario to the members at all times

  • Supports fully satisfactory service being provided to club members and clients in all areas pertaining to Emergency Roadside Assistance, i.e. Receiving and processing member calls; keeping members awaiting service informed of their status; prioritizing service; dispatching fleet as required.
  • Supports and supervises operations of the Call Centre in conjunction with Manager, including

  • Payroll and attendance management,
  • Staff supervision, which may include providing input into employee reviews, conducting performance management meetings, and procedural changes
  • Supports enforcement of compliance with policies, procedures, and safety regulations; may advise or assist employees in performing duties; investigates, analyzes, and resolves personnel and operational problems, complaints with support of Call Centre management and Human Resources. Prepares payroll, time and personnel records for the Human Resources Department when so directed by Manager.
  • Assists with the administration and physical operation of the Call Centre as required, utilizes and supports staff use of office automated systems, ensuring accuracy and addressing issues as required.

    Assist in the recruitment process of Call Centre employees

Requirements:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/experience:

  • Bachelor’s degree/ College Diploma or equivalent within Business- Marketing
  • Ability to work effectively within the MS Office Suite of products
  • Ability to work with minimal supervision
  • Ability to travel nationally

Skills & Knowledge:

  • Auto Club knowledge and familiarity with MS Dynamics CRM preferred
  • Principles and techniques of supervision, training and performance management.
  • Able to communicate clearly and concisely, both orally and written; strong organizational skills
  • Calm and capable dealing with members of the public who may be agitated or stressed
  • Proficient in the use of Microsoft Office applications
  • Adaptable and flexible as schedule could change with short notice
  • Fluency in English and French is an asset

Employment is contingent on a successful Criminal Background Check, Clean driving record and reference check. Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process.

Membership Marketing Manager

Position: Membership Marketing Manager

Company: CAA North & East Ontario (CAANEO)

Location: Administrative Centre, 2151 Thurston Drive, Ottawa, ON


Summary

The Membership Marketing Manager will work with Marketing department staff to develop and implement marketing programs that keep current members engaged and impart the value of membership to potential members and partners. The MMM tracks, analyzes and evaluates the performance of marketing campaigns as well as marketing channel performance.

The Membership Marketing Manager, (MMM), will lead the development of short and long-term strategic and tactical membership marketing and will oversee the interface with key stakeholders within the CAA club. The MMM manages our media partnerships; trade shows and partners with the communications team to organize events and promotions. The MMM reports to the Managing Director of Marketing and will work closely with the Managing Director of Sales.

The ideal candidate will have a demonstrated ability to build collaborative relationships, develop and execute strategic marketing plans and budgets, and will have experience building and managing strategic partnerships and marketing teams.

Duties/Responsibilities

  • Working with Marketing management, develop and manage the membership acquisition and retention marketing strategies, operational plan and budget
  • Working with senior management, develop both strategic and tactical plans for acquisition and retention and provide input for budget planning.
  • Working with CAA National and Club staff, evaluate the impact of marketing campaigns and events on Membership acquisition and retention.
  • Support the development of new membership product offerings in conjunction with Sales management.
  • Working with data insights/ analytics staff, interpret internal data and to drive strategy development under the direction of the Managing Director (s).
  • Implement programs as mandated by CAA National, applying a CAA NEO club perspective
  • Develop short and long term plans for all marketing programs in their portfolio, keeping membership sales and retail staff and management informed and ensuring consistent branding is maintained
  • Create buy-in to the marketing strategies with internal and external stakeholders
  • Ensure that consistent branding is maintained
  • Coordinate marketing and promotional activities and events with other Club staff as required
  • Stay current and report on industry trends, including new opportunities, competitive landscape and capabilities, and legislative and regulatory environments
  • Provide leadership to other team members.

Desired Qualifications/Skills:

Education

  • Bachelor’s degree/ College Diploma or equivalent within Business- Marketing

Knowledge/Skills/Experience:

  • Minimum 7 years marketing experience
  • Experience managing employees (minimum 2 years management experience)
  • Extensive knowledge of retail product marketing, channel marketing and demand generation typically acquired through five or more years’ progressive experience
  • Strong research and analytical skills
  • Knowledge of how to collect, analyze customer data to form plans and make business decisions
  • Ability to interpret business results and corporate growth to define appropriate strategies that support marketing goals
  • Experience preparing and managing annual marketing budgets and interpreting business results. Ability to identify variances between actual and budgeted financial results and relate variances to marketing activities
  • Able to work in a team environment, meet tight deadlines while juggling conflicting priorities
  • Working knowledge of towing and travel industries (considered an asset)
  • Demonstrated history of creative problem solving
  • Able to work in a team environment, meet tight deadlines while juggling conflicting priorities
  • Demonstrated attention to detail and quality
  • Demonstrated written and verbal communications skills
  • Interest in and understanding of, business principles as related to Customer Relationship Management, retail management
  • Ability to work effectively within the MS Office Suite of products
  • Ability to work with minimal supervision
  • Ability to travel nationally

Employment is contingent on a successful Criminal Background Check, Clean driving record and reference check. Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process.

BI Data Architect

Position: BI Data Architect

Company: CAA North & East Ontario (CAANEO)

Location: 2151 Thurston Drive, Ottawa, Ontario


If you are interested in becoming part of a dynamic and forward-thinking team to pursue the development of innovative Auto Club solutions using leading Microsoft technologies, we are interested in meeting with you.

We are seeking a highly proficient BI/Data Architect to join our team. You will be challenged to turn solutions around quickly but thoughtfully, balancing speed to market with quality, longevity and scalability to improve the Clubs ability to leverage data to provide extraordinary Member experiences and streamlined internal processes. The role will model and design application data structures, storage, and integration in accordance with enterprise-wide architecture standards and processes. The individual collaborates closely with business leads, users, business analyst, developers, and application designers to understand the business and data requirements to create logical and physical data models for complex data solutions. This individual will leverage data to understand in depth business processes, identify areas of opportunity for process improvement, write queries, analyze, visualize, and provide analytics on data to build reporting solutions to support various Club initiatives.

Duties & Responsibilities:

  • Develop the CAA NEO BI Data Architecture and Roadmap.
  • Hands-on leader engaging in complex data challenges and information management projects.
  • Conceptualize, assist and design the solution for integrating Master Data Management Domains and BI. Provide detailed roadmap for the implementation process.
  • Identify and promote best practices and patterns for data modeling and provide oversight for all activities related to data cleansing, data quality and data consolidation using standard data modeling methodologies.
  • Assist with AI initiatives related to Data Mining.
  • Provide technical recommendations for optimized data access and retention for the data warehouse. Build repository of reusable knowledge assets and implement best practices, concept documents for user education.
  • Identify opportunities to enhance effective use of BI applications, lead aspects of proposal development process, scope out solution effort and costs.
  • Collaborate closely with business stakeholders in assessing business strategy, priorities and solution implementations.
  • Manage full lifecycle development of business intelligence systems Club-wide.
  • Provide support for reporting services such as Analysis Cube Processing.
  • Support with creating and maintaining Club-wide reporting structure in SSRS.
  • Analyze ETL requirements, design/implement/monitor/maintain ETL processes.

Qualifications & Experience:

Requirements

  • Bachelor’s Degree in Computer Engineering or a related field with 10 years of experience implementing data solutions using tools such as:
    • MS SQL Server
    • MS SQL Server Integration Services (SSIS)
    • MS SQL Server Reporting Services (SSRS)
    • MS SQL Server Analysis Services (SSAS)
  • Development of multidimensional data models for data warehouse applications.
  • Proven experience in enterprise information architecture, business intelligence, data warehouse, master data management, enterprise reporting and ETL.
  • Cloud-based modern Data Warehousing architecture and analytics.
  • Experience designing and building dashboards, visualizations, and analytics.
  • Understanding of multi-dimensional and tabular database design and architecture.
  • Ability to conduct quality control/auditing to ensure accurate and appropriate use of data for integration test and user acceptance testing.
  • Experience with data analytics providing actionable data driven decision making.
  • Comfortable interacting with stakeholders at all levels throughout the business.
  • Experience with the Microsoft Power Platform Suite (Power BI, Microsoft Flow and Power Apps) or these reporting tools: Prophix, Informer and Klipfolio are considered an asset.

Core Competencies:

  • Communication (excellent written and verbal communication skills are essential)
  • Working well with others (collaboration and relationship management)
  • Adaptability and self-motivated
  • Innovative thinking and problem-solving
  • Planning and organizational skills

Must undergo a Criminal Background Check. Employment is contingent upon a successful reference and security check.

Member of the Board of Directors

Position: Member of the Board of Directors

Company: CAA North & East Ontario (CAANEO)

Location: 2151 Thurston Drive, Ottawa, Ontario


CAA North & East Ontario is presently inviting applicants to fill future vacancies on its Board of Directors. This position is open to all Primary Members of CAA North & East Ontario above the age of 18 residing in the cities of North Bay, Ottawa, Sudbury & Thunder Bay; the districts of Cochrane, Manitoulin, Nipissing, Parry Sound, Rainy River, Timiskaming & Kenora; and the Counties of: Dundas, Glengarry, Grenville, Lanark, Prescott, Renfrew, Russell and Stormont.

Collective Board Skills and Experience

Each Director brings unique skills and experience to the Board. In selecting new members, attention will be given to ensuring that the collective mix of skills and experience supports the Board’s ability to add strategic value to CAA North & East Ontario.

Collectively, Board Members Should:

  • Provide credible stakeholder perspectives
  • Provide strong participation that strives for excellence and supports consensus building
  • Be strategic thinkers who take a governance-focused approach to Board responsibilities
  • Demonstrate a willingness to support CAA North & East Ontario’s vision.

The Board is committed to seeking a skilled and diverse membership reflective of Canadian society. As a result, it promotes gender, cultural and ethnic diversity and encourages candidates to indicate voluntarily on their application if they are a woman, an Aboriginal person, a person with a disability or a member of a visible minority group. Multilingual skills are viewed as an asset. The Board also actively encourages applications from those members who reside in any one of the many smaller municipalities in the CAA NEO region.

Individual Knowledge and Experience

To foster its ability to provide strategic direction and fulfill its oversight responsibilities, the collective Board should include members with knowledge of and experience in the following areas:

  • Board Governance
  • Financial Management and Analysis
  • Travel Industry
  • Insurance Industry
  • Automotive Industry
  • Financial/Banking Industry
  • Information Technology sector and/or Software Licensing and Sales
  • Business Development and Operation of growth businesses
  • Risk Management and Analysis
  • Public Policy and Regulatory Environments
  • Marketing / public relations / communications
  • Digital media, advertising and brand management
  • Building partnerships and strategic alliances

This profile is reviewed and updated annually to ensure that it reflects the current needs of the Board consistent with the achievement of CAA North & East Ontario’s Strategic Plan.

How to Apply:

Applications must be delivered at the following address, in writing, no later than the nomination deadline of 5 PM on July 26, 2019. Email applications will also be accepted to secretary@caaneo.on.ca or by regular mail to:

Secretary of the Club
CAA North & East Ontario
2151 Thurston Drive, Ottawa ON K1G 6C9


Click to download your application form. Please note that the nominee must confirm in writing their willingness to serve if elected.