Service Dispatcher

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

Benefits offered by this job

Fitness facility

Annual bonus

Pension plan

Parking allowance

Benefits plan

Paid vacation

Wellness allowance

Volunteer days

Job summary

Irving Oil in Saint John, NB is seeking a Service Dispatcher to coordinate service and delivery activities between customers, drivers, technicians, and field operations, ensuring safe, timely, and efficient service. You will manage service requests and resolve issues to deliver an exceptional customer experience.

The role requires strong communication, problem solving, and computer literacy; you will prioritize work, record information for work orders, and collaborate with Load builders and

Qualifications

• Post-secondary degree or equivalent experience is an asset.
• 3-5 years’ experience in dispatch or related field, preferably in contact center or transportation.
• Strong customer service and multi-tasking abilities.

Responsibilities

• Receive calls from customers and record information for work orders.
• Partner with Load builders and maintain connection with customer and field representative.
• Execute on the schedule and provide ongoing communication between roles.
• Prioritize work, escalate emergencies, and reschedule as needed.
• Provide status updates to Operations Managers and internal teams.
• Suggest improvements to optimize performance and resolve issues.
• Maintain call center metrics and guide team members on codes and schedules.

Skills

Strong communication

Problem solving

Computer literacy

Organizational skills

Analytical skills

Interpersonal skills

Teamwork

Customer service

Education

Diploma/High School Equivalent

Post-secondary degree or equivalent experience

Job description

As a 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.

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 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

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 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, 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

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’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