As a Fixed Term Dispatcher you will serve as a primary point of contact between our field and contact center operations. This role supports the delivery and/or service visits to our customer sites through planning, review and execution of scheduled activities. This role is responsible for coordinating and executing service requests and dispatching Drivers and Technicians within established policies and procedures. They provide quality care to our customers by taking ownership of all customer service inquiries for heating oil and propane. They are the point of contact for our customers by providing excellence through troubleshooting and/or solving service-related problems, managing the needs of customers and escalating issues as appropriate.

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 a parking allowance

• Flexible Benefits Plan – Including medical and dental benefits that are both in effect from day one

• Paid Vacation

• Wellness Support – With 24/7 access to our Employee & Family Assistance 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 escalate 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)
• 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 customers’ 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

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