Service Dispatcher

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

Benefits offered by this job

Fitness facility access

Annual bonus plan

Pension plan

Parking allowance

Flexible benefits plan

Paid vacation

Volunteer days

Wellness allowance

Job summary

Irving Oil Ltd. in Saint John, NB is seeking a Service Dispatcher to coordinate service and delivery activities between customers, Drivers, Technicians and field operations.

You will prioritize calls, create work orders, and ensure safe, timely completion of service while delivering an exceptional customer experience. This full-time role offers onsite work, a competitive compensation package including annual bonus, pension and parking, a flexible benefits plan, paid vacation and wellness

Qualifications

• Post-secondary degree or equivalent experience is an asset.
• Customer service experience is preferred.
• Experience in dispatch or transportation is desirable.

Responsibilities

• Receive emergency and non-emergency calls from customers and record significant information, which is used to create work orders
• Partner with Load builders and 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 skills

Problem solving

Computer literacy

Organizational skills

Interpersonal skills

Team player

Customer service

Education

Diploma/High School Equivalent

Post-secondary degree asset

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 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

Job Requirements:

• Work Experience: Customer Service
• Education: Diploma/High School Equivalent

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.

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.