Fixed Term Customer Service Representative - Network Relationship Management

irvingoil; San Juan de Terranova; On-site; CAD 43,000 - 51,000; Full time

Benefits offered by this job

Fitness facility

Onsite nurse

Café

Annual bonus

Pension plan

Parking allowance

Benefits plan

Paid vacation

Wellness allowance

Volunteer day

Donation matching

Job summary

Irving Oil is seeking a Fixed Term Customer Service Representative for a 6-month assignment in our Canada home-office. You will engage retail customers, log and resolve inquiries, and escalate issues as needed to protect the Irving Oil Rewards experience.

You will proactively contact consumers by phone and email, log requests promptly, and collaborate with multiple departments to resolve issues within service levels. The role emphasizes ownership, professionalism, and strong communication.

Qualifications

• Diploma or high school equivalent required.
• Experience in a call center preferred.
• Bilingual English and French an asset.

Responsibilities

• Understand business priorities and advise management of trends identified through issue resolution and identify specific areas for improvement
• Ensure accuracy when requests are logged, resolved and escalated where appropriate
• Provide accurate and timely responses to general inquiries while answering calls within required service levels
• Process all correspondence in relation to consumer requests, inquiries or issues within 24hrs and forward to appropriate contact for resolution
• Work with other departments to assist in the resolution of issues and requests
• Communicate issues and resolutions to appropriate stakeholders
• Taking ownership for the consumer experience while maintaining professionalism at all times
• Perform other duties as required to maintain and enhance consumer relations and departmental productivity
• Perform root cause investigation to identify issues

Skills

Bilingual EN/FR

Customer service

Multi-tasking

Team player

Decision making

Strong communication

Education

Diploma / High School

Job description

As a Fixed Term Customer Service Representative, you will engage with our retail customers and provide excellent consumer experience by responding to inquiries, accurately logging and resolving requests, and escalating issues when required. Your goal will be to proactively call and email consumers, log and communicate to appropriate stakeholders and elevate issues where appropriate. Your success will be measured by your ability to work closely with other departments to assist in the resolution of issues or requests while taking ownership of the consumer request and experience regarding Irving Oil Rewards and other promotional offers.

This will be a 6-month fixed term position.

October 2, 2026.

What We Offer:

• Work Environment – Work onsite in our beautiful home office building with access to a fitness facility, onsite nurse, and a café
• Competitive Compensation – Including an annual bonus plan, pension plan, and parking allowance
• Flexible Benefits Plan – In effect from day one and offers three levels of coverage to select from to meet your unique, personal needs
• Paid Vacation – Plus an annual option to purchase additional vacation, too
• Wellness Support – With an annual wellness allowance, paid personal care days and a 24/7 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

Responsibilities:

• Understand business priorities and advise management of trends identified through issue resolution and identify specific areas for improvement
• Ensure accuracy when requests are logged, resolved and escalated where appropriate
• Provide accurate and timely responses to general inquiries while answering calls within required service levels
• Process all correspondence in relation to consumer requests, inquiries or issues within 24hrs and forward to appropriate contact for resolution
• Work with other departments to assist in the resolution of issues and requests
• Communicate issues and resolutions to appropriate stakeholders
• Taking ownership for the consumer experience while maintaining professionalism at all times
• Perform other duties as required to maintain and enhance consumer relations and departmental productivity
• Perform root cause investigation to identify issues

Your Skills:

• Bilingualism is considered an asset (English and French)
• Excellent customer service skills
• Proven ability to multi-task
• Ability to work well in a team environment and be a reliable team player
• Able to make decisions and support team members
• Must possess strong communication skills with ability to quickly build rapport and maintain relationships

Your Experience:

• Post-secondary education preferred
• Experience in a call center environment preferred

The expected salary range for this position is $42, 640 - $51,168. 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’screated 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 - Work Experience

• Customer Service

Job Requirements - Education

Diploma/High School Equivalent