Service Dispatcher: Expert Field Coordination & Customer Support

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

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.