Seasonal Service Dispatcher

U3 Irving Energy US LLC; Concord (NH); Hybrid; USD 32,000 - 40,000; Full time

Benefits offered by this job

401k matching

Sign-on bonus

Paid time off

Wellness program

Volunteer day program

Donation matching

Job summary

Irving Oil Ltd. is seeking a Seasonal Service Dispatcher to coordinate and manage field activities, balancing technician safety with meeting customer requirements.

You will support technicians and collaborate with internal and external customers, ensuring efficient communication and timely work orders. The role involves prioritizing calls, working with Load builders, and maintaining clear updates to Operations Managers.

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 used to create work orders.
• Calls are dispatched based on priority.
• Partner with Load builders and maintain connection with customer and field representative during execution of scheduled work.
• Execute on the schedule that the Load builder creates with ongoing communication between the two roles.
• Apply policies and procedures to determine critical processes and appropriate actions.
• Understand Sales Processes to ensure customers are billed accurately.
• Prioritize work and elevate emergency calls; reschedule less critical tasks.
• Provide status updates to Operations Managers and other internal teams.
• Propose recommendations to optimize performance and resolve issues proactively.
• Decide who will assist when required (e.g., two-person jobs).
• Ensure technicians return to calls they previously owned.
• Take personal responsibility for promises and commitments.
• Make time-sensitive decisions to support business objectives.
• Maintain call center metrics (AHT, after-call work, returned calls).
• Guide CSRS and Sales Reps on building codes and gas codes and technician schedules.

Skills

Attention to detail

Organized communication

Education

Diploma/High School Equivalent

Job description

As a Seasonal Service Dispatcher you will coordinate and manage events that can impact the technician’s day. Your goal will be to balance the Technician’s safety, while meeting customer requirements on a daily basis. Your success be based on providing support to technicians and collaborating directly with internal and external customers.

What We Offer:

• Work Environment - Stay close to home with local routes, strong safety culture, and get on‑job training
• Flexible Work Model - Structured schedule, home after each shift
• Competitive Compensation - Including a company matched 401k and a Sign‑on Bonus
• Flexible Benefits Plan - In effect on the first day of the month following date of hire and offers three levels of coverage to select from to meet your unique, personal needs
• Paid Time Off - Accrued personal days and paid holiday
• 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.
• Calls are dispatched based on priority.
• 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 of 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 (e.g. two person jobs).
• Ensures that technicians return to calls they had previously owned.
• Take personal responsibility for following through on promises and commitments.
• Make difficult and time‑sensitive decisions to support business objectives.
• Maintain call center metrics (Average Handle Time, after call work, returned calls).
• 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 customer requests.

Your Skills:

• Strong attention to detail
• Organized Communication 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 hourly range for this position is $23.00-$28.75. 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

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.