Fixed Term Service Dispatcher

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

Benefits offered by this job

Fitness facility

Parking allowance

Medical and dental benefits from day 1

Paid vacation

Wellness program & EAP

Volunteer day with paid opportunities

Donation matching program

Job summary

Irving Oil is hiring a Fixed Term Service Dispatcher to coordinate service and delivery activities between customers, drivers, technicians, and field operations from our Crown StreetSaint John NB location. The role focuses on delivering safe, timely service and a high-quality customer experience through effective prioritization and clear communication.

The position runs from November 2, 2026 to April 29, 2027, with a salary range of CAD 47,840–59,800.

Qualifications

• Post-secondary degree or equivalent experience is an asset.
• 3-5 years' experience in dispatch or a related field, preferably in a contact center or transportation environment.
• Team player that can accept shared responsibility.

Responsibilities

• Receive emergency and non-emergency calls from customers and record significant information, which is used to create work orders.
• Partner with Load builders, maintain connection with both the customer and field representative in the execution of scheduled work.
• The Dispatcher is responsible for executing on the schedule that the Load builder creates with ongoing communication between the two roles.
• Apply knowledge and application policies and procedures effectively to determine when it is a critical process and when to apply them. Understand the sales processes to ensure customers are billed appropriately.
• Prioritize work and expedite 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, determining who will assist when required.
• Maintain call center metrics including average handle time, after call work and returned calls.
• Provide guidance to Customer Service Representatives and Sales Representatives regarding building codes and gas codes, details regarding the technicians' schedules, and if the company can fulfill certain types of customers' requests

Skills

Communication

Problem solving

Multi-tasking

Organizational skills

Customer service

Education

Diploma/High School Equivalent

Job description

As a Fixed Term Service Dispatcher, you will coordinate service and delivery activities between customers, drivers, technicians, and field operations to ensure safe, timely, and efficient service. Your goal will be to provide an exceptional customer experience by managing service requests, resolving issues, and ensuring customers receive the support they need. Your success will be measured by effectively prioritizing and dispatching work, solving customer concerns, and collaborating with internal teams to deliver reliable service.

Kindly note this a fixed term position beginning November 2, 2026 and ending April 29, 2027.

The expected salary range for this position is $47,840 -$59,800. Placement within range will be based on relevant experience, qualifications, and skills.

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
• Paid Vacation
• Wellness Support - With 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

Your Responsibilities:

• Receive emergency and non-emergency calls from customers and record significant information, which is used to create work orders
• Partner with Load builders, maintain connection with both the customer and field representative in the execution of scheduled work
• The Dispatcher is responsible for executing on the schedule that the Load builder creates with ongoing communication between the two roles
• Apply knowledge and application policies and procedures effectively to determine when it is a critical process and when to apply them. Understand the sales processes to ensure customers are billed appropriately
• Prioritize work and expedite 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, determining who will assist when required
• Maintain call center metrics including average handle time, after call work and returned calls
• Provide guidance to Customer Service Representatives and Sales Representatives regarding building codes and gas codes, details regarding the technicians' schedules, and if the company can fulfill certain types of customers' requests

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:

• Post-secondary degree or equivalent experience is an asset
• 3-5 years' experience in dispatch or a related field, preferably in a contact center or transportation environment
• Team player that can accept shared responsibility

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 - Work Experience

Customer Service

Job Requirements - Education

Diploma/High School Equivalent