travel consultant

member services representative

insurance broker

insurance agent

tow truck driver

CAA Club Group

CAA used to be an amazing company to work for. They were relaxed, accommodating, and there were opportunities to grow within the company. 
However, after changes in their Supervisor & Management teams, this is no longer the case. Past directors made major changes to the Sales & Service call centres which gravely impacted the success of the call centre. Mix that with very unwise hiring choices, the Sales & Service call centre went downhill quickly. Their current Managers & Directors are out of touch with their employees and have turned what once was a "yacht club" of call centres, into your typical micromanaged, poorly scheduled, tedious call centre that lacks the human element. Directors have come and gone frequently in the last few years, leaving a disaster each time. Some surely aren't fully to blame as they were dealt with a Supervisor and Management team who are simply unable to adapt to change, nor open minded enough to accept anything outside of their comfort zones. One in particular who manipulated their way to a current Director position & who very clearly doesn't understand the definition of nepotism. They say they pride themselves on Customer Service and try very, I repeat, VERY hard on keeping their scores up, however behind the scenes it is more about schedule compliance & sales. Their minimum expectation now is for call centre robots who sound somewhat pleasant on the phone. They pay you an ok rate to start and entice people with their benefits packages. The benefits are lackluster and expensive, the drug plans cover a very small amount, and they simply aren't worth the value they place on it. However, once you are in you are quickly treated like call centre cattle. They primarily are Work at Home now for their call centre agents which also seems enticing, but their employee retention is abysmal since they have started working from home due to their complete lack of engagement, their strong fisted required overtime, and they hold the benefits of working from home over your head. You work from home, surely you can be flexible to do any schedule they put on you. Overtime? Better be ok with it, you work from home! Need a bit of flexibility with your schedule to accommodate child care? LOL silly goose, you work from home. 
Unfortunately along with their management team being completely out to lunch & disconnected, this also trickles down to their Supervisor teams who have cliques & gossip like they are in High School. If you get on their bad side, consider yourself black listed. I wish that was an exaggeration. A literal black list exists. 
Their Supervisors hold themselves to a level of authority I have never seen in a workplace before. Perhaps this comes from lazy management who puts too much responsibility on each Supervisor, however it has turned each Supervisor new & old into tyrants who are thirsty with power. Even the best employees who worked hard for their promotions quickly fall into the negativity trap. 
Not all departments at CAA are like this. Some are managed well, with educated, & mature leaders. The call centre however is the complete opposite environment that CAA holds dear & that it's President is proud of. The president of CAA is incredibly smart, forward thinking, and an admirable businessman. Which makes it a bit shocking that the negative environment & literal bullying that takes place in his call centre goes unnoticed. And if you have any issues and think HR has your back, you will surely be mistaken.

So do I recommend CAA as a company? If you avoid their Sales, Service & Outbound call centres, then yes. However, any department within their Call Centre or directly connected to it is bad news, and your job will never be safe. Avoid at all costs. 

***This review does not pertain to their Insurance or Travel Call Centres as I do not have experience with them so I am unable to speak to their level of professionalism.*

I was recruited from a job fair at school, and was recommended for the work-from-home roadside assistant agent position. I was told since I was in school full-time this would be the most flexible option. 

I was required to take a week odd school for in house training. Then, I did not work for the first month because the managers could not make my schedule according to my school schedule, even though I had sent it multiple times and sent multiple emails about my availability. 

When my schedule was finally set, they were very unaccommodating. They make their schedules 6 weeks in advance, so when class schedules changed it was near impossible to get a shift changed. The best option was to get your shift covered, which would mean you would have to send out a mass email begging anyone who also works from home to take your shift. Even if you told them you required a day off in advance before they made their 6 week schedule, they would often ignore you and schedule regardless. I nearly had to miss an exam because they refused to accommodate me.

As for management, you are divided up into team and are assigned a manager and supervisor. The teams were forced to compete for battery sales and recommending members to garages who pay CAA for their stamp of approval. Often, the teams would be moved around. This would not be an issue, but each manager has their own way of making decisions and so what you learned a week before would become irrelevant. This is also true if you were working while another manager was on duty, you would have to conform to their preferences. Preferences include whether a situation is considered an emergency and if help could be sent out if payment was not up to date (I am referring to people being stranded on the side of a road and managers insisting we take credit card payment on the spot before help could be sent while the members were usually in a panic). Often times, members would insist on speaking to a manager for whatever reason, and often managers would either ignore you, the employee begging for a manager, or they would tell you to tell the member they would call them back, which did not always happen. 

Overall, it was a very stressful job that was not due to the job itself but the work environment. I ultimately had to leave because I was able to change my schedule to accommodate helping a sick family member. Many people in my training group left because CAA could not provide an acceptable work/life balance. People who did not have school or families or any other commitments were having a hard time since this job is 24/7.

Low base, decent commission and bonus structure 
•	Work from home
•	Benefits and RRSP contribution
•	Subsidised cafeteria 
•	Free basic membership

Your mental health will suffer. Better seek a professional to cope with stress and fatigue endure during your time at CAA 
•	Work from home was a great benefit until they implemented questionable rule (overtime, higher sales quota, negative feedback) which forces tenured employees to work at the office 
•	Quantity over Quality is highly adopted for employees due to its high turn over 
•	CAA management believes your compensation from commission/bonuses should be only motivating factor to perform your job while compromising the members best interest 
•	Management pressure its employee to work overtime due to the firm being understaffed and overwhelm with winter seasons. It’s so understaffed team leads and supervisors are forced to take the call
•	Employees (new and tenured) tend to be burnt out with overtime which forces them to take short and long term leave 
•	If you want to learn more about CAA questionable and ruthless treatment towards employees contact them  
•	Commissions/bonuses are capped but it did very strategically with leads, average commission payout, and performance reviews. Tenured employees have a difficult time achieving basic bonus payout (with all the overtime they put in to achieve it)


Micromanaged is used a lot towards the employee so they can recover from stressful calls. 
Give your employees the tools, respectable leader, encouragement and wisdom their need to perform their job and you’ll get longer tenure employee rather than resigning to go seek better opportunity.  
CAA gave me the opportunity I needed to develop my sales skills and to communicate with various department to develop my networking skills. Personally, the role is ideal for individuals who recently graduated from College or University or semi-retired. I wouldn’t recommend roles for experienced and tenured sales professional.  Being terminated from CAA was the best decision for me as it allowed me to gain better employment that aligns with my career goals. Currently, I’ve been contacted by recruiters and hiring manager for roles with higher base salary, commission, and strong work culture. The future looks bright for me as it allowing me to seek other roles that align with my career goals and the next chapter in my life. CAA did take a chance on me and I’m forever grateful for the opportunity.

The culture of this company is to lead by fear and micromanagement. The new managers and directors, most of them are young, inexperienced and very condescending and demeaning. They look down, berate and humiliate employees in front of their colleagues. The new managers and directors overwhelmed the low level employees with their responsibilities and take credit for the success and blame the employees for any failure.  I observed managers degrading, berating, yelling and threatening employees, causing mental stress and anxiety on the employees. The employees are always in fear of losing their job and this mental stress has forced some employees to go on stress leave. No one is willing to support or train new employees, it's a sink or swim culture and they terminate employees instead of training them. HR department does not know how to train and retain employees, instead they terminate them. They are always hiring and firing.  

There is a huge employee turnover at this company and it is all due to bad management. Some managers lack the managerial skills to manage and treat people with respect. Managers are always back stabbing, gossiping, and bad mouthing one another and this kind of treatment trickle down to the employees. 

The hiring process for promotion is unfair and unjust, some managers get promoted to Director  by sucking up with the senior management.  There is no job security, no promotion, no work life balance for low level employees, and the salary and benefits are not up to par with industry standards.

The CEO should come out of his cozy corner office once in a while and walk around and observe how the managers are treating the employees. 

HR should conduct a thorough vetting process to ensure that the managers and directors have not only the skills and experience for the role, but also the people skills to manage and treat employees with respect.  

Managers should not be promoted to director level by brown nosing with senior management.  They should be qualified for the role and follow the same hiring process as a low level employee for promotion. 

There needs to be a complete overhaul of management at this company.

AMA overall is a good place to work, good benefits, understanding supervisors who are always helpful if needed.  Upper management considers drivers productive point of views/ideas.

  As a tow truck driver there isn't much room for advancement however you can branch off into other areas if desired, i.e. insurance adjuster/registries etc.

 The starting wage as a Service Vehicle Operator at AMA is quite low. $21-$22/h,  top wage as a SVO is around $29-$30/h. OT can either be banked as vacation time or paid out at 1.5,  First year you accumulate 3 weeks vacation and there is always OT available, especially when the snow hits. On top of your base wage you also receive incentive pay.  Basically if you are a high performer it is possible to clear an extra $4-5000/year

 There are definitely higher paying jobs however not many that can provide the type of independence as having your own truck driving around the city helping people out. 

 If you think you would enjoy the towing industry, AMA is the place to work.  You don't have to worry about commission like contract towing companies and there is always steady work because there are many CAA members!

 As an SVO at AMA you are expected to keep a clean and well maintained truck/tools.  Provide stellar customer service and if you keep your nose out of trouble with minimal damage claims you will reach top wage within 2-3 years with as much OT as you want to work.

AMA has their own Mechanics who stay on top of inspections and or truck issues which is great.  Unlike Contractor towing companies you'll never have to worry about not having a truck and you'll always be making money.

The biggest complaint that AMA drivers make is that dispatch gives them calls they don't want.  Or that their truck is dirty from someone else.  Like anywhere, some blame others for their misfortune and is quite annoying,  if you are able to keep a positive attitude. stay below the shitpump/complainer radar and actually enjoy working it's a good place.

I did not apply but I got called from this company via indeed and went through the whole interview process based on my experience and background thought I would give it a try, as I started my FIRST DAY, my manager was very rude and moody? My colleagues were not ready and willing to accept external candidates and never made me feel welcomed in training or guiding me for any questions I was asking as I only had limited resources to learn protocols and guidelines to understand what I was dealing with and the expectations. Instead I was shadowing someone in my department who was miserable and negative the first week I was there? And not really helping me to fully understand the role and just exposing me the opposite. I expressed my concerns the first week to my supervisor on 2 occasions but he did nothing and seemed uninterested to guide to a better direction. Next day I sat with her again?! and got worst by the day, she would gossip to other employees and then it became like high school as I was a new kid being looked down and the culture was very poor and not a corporate type environment. This time I went to HR to provide multiple examples of my concerns and she took notes and did not show any direction as she did not follow up with me after for anything? My manager had no clue of my job and to be honest lacked the leadership skills and only got feedback from this negative lady I was sitting with? This company lacks culture, structure and qualified people and is very unethical from managers to HR. STAY AWAY! as I see why they get away with alot as they have no AUDIT and the philosophy is typical here, "it's not what you know its who you know!"...regardless what you bring to the table. I only stayed for 6 weeks and left. Hope the high levels will review and make a change based on trends from other reviews related.

By far in all my years of work experience I have never seen this type of company before or management. They do not care about people or employees.  Management is always looking over there shoulder. Always looking at there cell phone and playing games or making faces. The HR Department is made up of inexperienced professionals.  They are by far the most unprofessional group of people i have ever met!  HR should return calls, emails and make a decision and not go around in circles.    Talk around office is no ex employees to be hired again but the CEO/President hired an executive back that was with CAA before.  I can see why employees were mad!  Rules for different levels of people. It should be across the board.   Anything for employees to work from home, not to go into the office..  People talk and roll eyes at management or co-workers.  I was there for a contract positions and was offered a full time position upon renewal of my contract.  I could not leave fast enough!!  I stuck it out to find a position that is to my standards!!  The HR Department does not hold up to my standards or has the capacity or experience to interview educated professional and make a sound decision.  They have a lot to learn and this starts from CEO in looking first at the HR department and who is interviewing and making decisions.  I find this department unprofessional and by far does not even measure up to other companies Human Resources Department.  I was very disappointed with CAA and the overall experience with this company.  They have 12 Board Members that should have a look at the issues and the CEO/President work ethics and hiring producal as they are not even close to professional and feel that the staff has no experience and in some departments are not hiring equal opportunity for all applied.  This would be the IT Department.

Management acts like they care but they don’t. If you speak your mind you’ll become a target, and they will do what they can to get you out of the company. 

There is very little opportunity to move up within the company, only those who are favoured by management move up - mainly all men. 

Management itself is a mess - knowing very little of what it takes to run the organization and showing very little professionalism between other managerial staff.

Wages are less than comparable jobs. You’re better off working somewhere else, with decent wages. 

Only plus is the ability to work at home - however it comes with a downside. Everyone is expected to work at least 5 hours of overtime per week, if not more.

Also the company offers decent discounts on various products and offers incentives for the Sales dept. Don’t expect the other depts to have this, let alone sales.
 
Every year there is a sales conference in Toronto where the company pays for a overnight hotel stay, but they expect you to be there all weekend, all day. 

New programs were implemented however have had and still continue to have many glitches, many tideous problems - such as double payments, unable to easily switch or cancel members, cancel with refund for a downgrade, etc. This is constantly affecting the Member experience, with long wait times to get through to an agent, or even for tow trucks (12+ hours!)

The company has seen many ambitious, hardworking individuals leave due to its lack of organization, opportunities and growth, including myself, and the director of customer experience. This company needs a complete restructure, as the way it’s runnig right now; will only lead to an organizational failure.

Do not waste your time here.

I worked for CAA for approximately 10 months, I spent the majority of that 10 months desperately apply for other jobs due to the high call volume and heavy demands for little pay. You will not have a social life when you work for CAA. Hours vary depending on department but if you are not a higher up and just started your job good luck getting regular hours. I was scheduled everyday 2pm - 10pm with no opportunity to switch to mornings due to seniority. You also work every other weekend in the dispatch department and probably the other call centre departments as well but I’m not certain. This job took a tremendous toll on my mental health. The call volume in winter is absolutely unmanageable, no wonder customers complain. Wait times in winter could be as long as a couple days due to shortage of drivers and staff. In winter there were days when there were only 2 dispatchers for a pod. The amount of stress and dread was unreal. The only reason I don’t give 1 star was because of the co workers. There is a support system in place as most are pretty friendly and want to help as we all deal with high call volumes to no end. Team advisors and managers are very supportive as well and TAs will jump in for extra help when needed but not often. I would say very carefully consider if this is the right job for you before accepting the position with CAA especially if it is in dispatching. There is a reason there is such a high staff turnover rate.  If you are comfortable with high call volumes and heavy work load with low salary and no social life then take the position. Sure working from home sounds fabulous but it gets to a point where you just want to leave your house. I would not recommend CAA to a friend unless you are in a higher position with normal hours. 

A typical day at work would be taking back to back calls with 5 seconds in between.  When you need help don't count on any supervisors or team advisors to help you unless you want to willingly lower your compliance scores which will only ever count AGAINST you.  There are a lot of measures which you are expected to hit that do not coincide. Not to mention that they monitor and record your screen.  This really forces you not to care about the customer and just move on to the next call unless you are ready to risk your mental well being to get to the bottom of a battery problem (which you will have daily).  Have fun hearing "I waited on hold for over 2 hours to talk to you" in the winter while you are getting yelled at while the company is understaffed. Management is fake and so is their company culture.  Management in Member Support are lazy and don't give an effort for their employees well being.  No communication is made on behalf of supervisors when you work at home and you really are alone all day.  I have went weeks without talking to my supervisor.  Be prepared for this to have a direct impact on your professional developement. You will also be working 12-8pm and vacation time is very difficult to get off. There are no exceptions on top of working weekends more than once a month. The scheduling department is very entitled and the supervisors don't stand up for their employees to fight for your time.  You will also be asked repeatedly to take over time.  The short of the long is, save yourself the stress of this job and don't bother working for CAA call centres.

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