Fixed Term Dispatcher

Irving Oil; Saint John; On-site; CAD 48,000 - 60,000; Full time

Benefits offered by this job

Parking allowance

Day-one benefits

Wellness program & EAP

Volunteer day & donations

Fitness facility access

Job summary

Irving Oil is seeking a Fixed Term Dispatcher to handle inbound calls, emails and faxes from residential and commercial customers, ensuring a high level of service and accurate information. You will log details, coordinate with field staff and other departments to resolve issues while owning the customer experience.

This temporary, 24/7 role is onsite at Crown Street, Saint John NB. Shift variability with notice, competitive pay and benefits from day one, plus opportunities to contribute to

Qualifications

• High School with post-secondary education preferred.
• 1-3 years contact center experience.
• Computer literacy is required.

Responsibilities

• Receive emergency and non-emergency calls from customers, recording significant information, and prioritizing calls based on importance.
• Partner with Loadbuilders to maintain connection with customer and field representative in scheduled work.
• Apply knowledge of policies and sales processes to ensure customers are billed correctly.
• Prioritize work and elevate emergency calls when required, rescheduling less critical work.
• Provide status updates to Operations Managers and internal teams.
• Propose and implement improvements to optimize performance and resolve issues.
• Make time-sensitive decisions to support business objectives.
• Guide CSRs and Sales Reps on codes, technician schedules, and feasibility of requests.

Skills

Strong communication

Problem solving

Organizational skills

Multi-tasking

Customer service

Education

Diploma/High School Equivalent

Tools

Computer literacy

Job description

As a Fixed Term Dispatcher, you will answer incoming calls, emails and fax requests from consumers regarding Irving Energy products and services. Your goal will be to engage with our residential and commercial customers and provide an excellent consumer experience. Your success will depend on your proactive ability to call and email consumers, log and communicate to appropriate stakeholders and elevate issues where appropriate. You will also work with other departments to assist in the resolution of issues or requests while taking ownership of the consumer experience.

Kindly note that this is a temporary opportunity offering a fixed-term contract.

Please note that we are a 24/7 operation and, as such, 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:

• Receive emergency and non-emergency calls from customers, recording significant information, and prioritizing calls based on levels of importance
• Partner with Loadbuilders to maintain connection with both the customer and field representative in the execution of scheduled work
• Apply knowledge, and application policies and procedures effectively, and understanding the Sales Processes to ensure customers are billed appropriately
• Prioritize work and elevate emergency calls where required, rescheduling less critical work
• Deliver status updates and pertinent information as required to Operations Managers and various internal parties
• Bring forward and implement recommendations to optimize performance and proactively resolve issues
• Make difficult and time sensitive decisions to support business objectives
• Provide guidance to CSRs and Sales Representatives regarding building codes and gas codes, details regarding the technicians’ schedules, and if the company can fulfill certain types of customers’ request

Your Skills:

• Strong communication skills with an ability to quickly build rapport and maintain relationships
• Problem solving/decision making skills
• Good organizational and analytical skills
• Proven ability to multi-task
• Excellent customer service skills

Your Experience:

• High School with Post-secondary education preferred
• 1-3 years Contact Center experience
• Computer literacy is required

The expected salary range for this position is $47,840 - $59,800. 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