Customer Service Representative - Dispatch

As a Fixed Term Dispatch Customer Service Representative, you will answer incoming calls, emails and fax requests from consumers regarding Irving Energy products and services. Your goal will be to engage with our residential and commercial customers and provide an excellent consumer experience. Your success will depend on your proactive ability to call and email consumers, communicate to appropriate stakeholders and escalates issues where appropriate.

You will also work with other departments to assist in the resolution of issues or requests while taking ownership of the consumer experience. Kindly note that this is a temporary opportunity offering an 8-month fixed term contract. Additionally, our contact center is operational 7 days a week with hours ranging from 7:00am to 1:00am during the winter season; therefore, your shift may vary with notice.

• 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
• Wellness Support – With 24/7 access to our 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

• Generate sales leads that develop into new customers
• Develop understanding of all our products to provide the best solution for our customer needs
• Provide point of contact for the customers of Irving Energy and excellence in service through verifying and updating customer account information, troubleshooting and/or solving basic account related problems, managing the needs of displeased callers, escalating issues as appropriate, providing accurate information on products and services and answer general inquiries, and offering value added services
• Provide customer service by taking information for orders of heating oil, and propane, and for products to be delivered on the next scheduled delivery day
• Work collaboratively with other departments to assist in the resolution of issues or requests
• Taking ownership for the consumer experience while maintaining professionalism at all times
• Perform other duties as required to maintain and enhance consumer relations and departmental productivity
• Provide customer service by taking information for orders of heating oil, and propane, and for products to be delivered on the next scheduled delivery day

• Strong communication skills with an ability to quickly build rapport and maintain relationships
• Problem solving/decision making skills as well as an ability to multi-task
• Computer literacy is required, good organizational skills, strong analytical skills, and good interpersonal skills
• Ability to work well with others is required
• Excellent customer service skills

• High School Diploma or Post-secondary education preferred
• 1-3 years contact center experience

The expected salary range for this position is $37,440 - $44,928. 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.

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.

Our mission is focused on our continued evolution to meet the changing needs of our customers.