Fixed Term Dispatcher

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

Benefits offered by this job

Parking allowance

Fitness facility access

Day-one benefits

Job summary

Irving Oil Ltd. seeks a Fixed Term Dispatcher to handle incoming calls, emails, and faxes for Irving Energy products and services. You will engage residential and commercial customers, log and communicate with stakeholders, and escalate issues when needed.

This temporary role operates in a 24/7 environment with shift variations and cross-department collaboration. Based in Saint John, NB, you will help ensure a positive consumer experience, support other departments, and contribute to timely

Qualifications

• Strong communication and interpersonal skills.
• Problem solving and decision making abilities.
• Good organizational and analytical skills.

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

Skills

Communication

Problem solving

Organization

Multitasking

Customer service

Education

High school diploma

Post-secondary education preferred

Tools

Computer literacy

Job description

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.

Job Requirements

• Customer Service

Job Requirements - Education

• Diploma/High School Equivalent

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.

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.

As a family-owned company deeply rooted in our communities, we work hard to make a difference in the places we serve. For more than 100 years, our commitment to doing good business has been grounded in our commitment to people – to our employees, to our customers, and to our communities. Our mission is focused on our continued evolution to meet the changing needs of our customers. We are devoted to being part of the solution, in providing the safe and reliable energy that our customers need, while taking concrete steps to evolve our business for the future.