Dispatcher (Hybrid Opportunity)

Job Title

Dispatcher (Hybrid Opportunity)

Who are we?

Founded in 1924, Irving Oil is a family-owned international refining and marketing company with a history of long-term partnerships and relationships. With operations throughout Eastern Canada, New England and Ireland we focus on delivering quality products and exceptional service to our customers and our communities. Every day, we strive to put our good energy in action to bring families together, support the environment and local wildlife, and to create learning opportunities that empower the next generation.

Here's what you can expect from us:
When you're a part of our team, you'll see how we bring good energy to all that we do. At Irving Oil, we strive for a work environment where each of us feels we belong, can bring our whole selves to work, and where we treat our fellow employees with kindness and respect. Together, we will support our corporate strategy, high standards and the communities where we live and work. Our collaborative approach, safety-first culture and commitment to building resilient teams helps reinforce our internal brand position where People Matter. That's why we're dedicated to investing in our employees’ potential, so that they can reach their career goals.

**Job Description**:
What you can expect in a typical day

The Seasonal Dispatcher serves 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 trouble-shooting and/or solving service related problems, managing the needs of customers and escalating issues as appropriate.

Your roles and 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 Loadbuilders, 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 Loadbuilder creates with ongoing communication between the two roles.
- 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). 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 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 customer requests.

Professional skills
- Team player that can accept shared responsibility.
- Strong communication and relationship building capabilities.
- Problem solving/decision making skills.
- Computer literacy.
- Bilingualism an asset.

Travel
- Travel is not a requirement for this position.

Education and 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.

LI-Hybrid

Job Requirements - Work Experience

Customer Service

Job Requirements - Education

Diploma/High School Equivalent

Location

Saint John, NB