Service Dispatcher

Irving Oil Ltd.; Concord (NH); On-site; USD 32,000 - 40,000; Full time

Job summary

Irving Oil Ltd. in Concord, NH, seeks a Service Dispatcher to coordinate and manage field events, balancing technician safety with customer requirements and collaborating with internal and external customers daily.

Responsibilities include receiving and recording calls, prioritizing dispatches, ensuring accurate billing, updating Operations Managers, and driving process improvements to boost performance while maintaining call center metrics.

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 to create work orders.
• Calls are dispatched based on priority; partner with Load builders and maintain connection with customer and field representative.
• Adhere to policies and determine when to apply them as needed in critical processes.
• Understand Sales Processes to ensure customers are billed appropriately.
• Prioritize work and expedite emergency calls; reschedule less critical work.
• Provide status updates to Operations Managers and other internal parties.
• Propose recommendations to optimize performance and resolve issues proactively.
• Determine who will assist when required and ensure technicians return to calls they owned.

Skills

Strong attention to detail

Organized communication skills

Education

Diploma/High School Equivalent

Job description

As a 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.

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 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 (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
• 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.