Fixed Term Customer Service Representative

Irving Oil Ltd.; Saint John; On-site; CAD 37,000 - 45,000; Full time

Benefits offered by this job

Parking allowance

Benefits from day one

Fitness facility access

Volunteer day and donation matching

Job summary

Irving Oil Ltd. is seeking a Fixed Term Customer Service Representative at our Saint John, NB site to be the first contact for Irving Energy customers. You will handle account maintenance, billing questions, and order placements to ensure excellent service.

This seven-month contract requires strong communication, problem solving, and a customer-first approach. Shifts run 7:00am–9:00pm with notice; position is on-site with access to the fitness facility and day-one benefits.

Qualifications

• Diploma or high school equivalent required.
• 1–3 years contact center experience preferred.
• Excellent communication and customer-service skills.
• Ability to handle multiple tasks and maintain composure.

Responsibilities

• Provide guidance to customers requiring budget or financial support when purchasing Irving Energy products and services.
• Verify and update customer account information; troubleshoot and resolve basic account issues; escalate when needed.
• Handle inquiries about billing, orders, and product delivery; call handling with professionalism.
• Take orders for heating oil, propane, and deliveries on the next scheduled delivery day; schedule service appointments.

Skills

Strong communication

Problem solving

Teamwork

Customer service

Computer literacy

Education

Diploma/HS equivalent

Job description

As a Fixed Term Customer Service Representative, you will be the first point of contact for all customers with Irving Energy. Your goal will be to ensure all concerns of the customer will be served, including account maintenance, billing inquiries, ordering products, and general contact with the company. Your success will shine with your ability to provide excellence in customer service in relation to product delivery. Kindly note that this is a temporary opportunity offering an 7-month fixed-term contract. Additionally, our contact center is operational 7 days a week with hours ranging from 7:00am to 9:00pm; therefore, your shift may vary with notice.

What We Offer:

• Work Environment - Work onsite at our Crown Street location in Saint John, NB with access to our fitness facility
• Competitive Compensation – Including a parking allowance
• Flexible Benefits Plan - Including medical and dental benefits that are both in effect from day one
• Wellness Support – With 24/7 access to our Employee & Family Assistance Program
• Opportunity to give back to some amazing causes in our community – Choose when and where to make an impact with a paid volunteer day, company volunteer opportunities, and a donation matching program

Your Responsibilities:

• Provide guidance to customers requiring budget or financial support when purchasing our products and services
• Provide point of contact for the customers of Irving Energy and excellence in service through verifying and updating customer account information, troubleshooting and/or solving basic account related problems, managing the needs of displeased callers, escalating issues as appropriate, providing accurate information on products and services and answer general inquiries, and offering value added services
• Reduce company exposure by doing soft collections when customers call and forward to appropriate Customer Credit Representative as necessary
• Provide customer service by taking information for orders of heating oil, and propane, and for product to be delivered on the next scheduled delivery day
• Making service appointments as appropriate
• Processing of customer payments via other payment options
• Perform other duties as required to maintain and enhance departmental productivity
• Outside of standard business hours be responsible for all afterhours activity

Your Skills:

• Strong communication skills with an ability to quickly build rapport and maintain relationships
• Problem solving/decision making skills as well as an ability to multi-task
• Computer literacy is required, good organizational skills, strong analytical skills, and good interpersonal skills
• Ability to work well with others is required
• Excellent customer service skills

Your Experience:

• 1-3 years contact center experience

The expected salary range for this position is $37,440 - $44,928. Placement within range will be based on relevant experience, qualifications, and skills.

Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that’s created when our people from different backgrounds, identities, cultures and experiences share their unique perspectives. Diversity is key to our success and inclusion is everyone’s responsibility.

Job Requirements:

• Job Requirements - Work Experience Customer Service
• Job Requirements - Education Diploma/High School Equivalent