Service Dispatcher: Customer & Field Operations

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

Benefits offered by this job

Onsite Crown Street Saint John NB

Annual bonus plan

Pension plan

Parking allowance

Flexible benefits plan

Paid vacation

Wellness allowance

Volunteer day and donations program

Job summary

Irving Oil is seeking a Service Dispatcher to coordinate service and delivery activities between customers, Drivers, Technicians, and field operations. The role focuses on safe, timely, and efficient service while delivering an exceptional customer experience by managing requests and resolving issues in collaboration with internal teams.

Responsibilities include prioritizing work, providing status updates to Operations Managers, and ensuring proper billing aligned with company policies.

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.
• 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

Skills

Communication skills

Problem solving

Multitasking

Computer literacy

Organizational skills

Analytical skills

Interpersonal skills

Teamwork

Education

Diploma/High School Equivalent

Job description

Irving Oil is seeking a Service Dispatcher to coordinate service and delivery activities between customers, Drivers, Technicians, and field operations. The role focuses on safe, timely, and efficient service while delivering an exceptional customer experience by managing requests and resolving issues in collaboration with internal teams.

Responsibilities include prioritizing work, providing status updates to Operations Managers, and ensuring proper billing aligned with company policies.