Service Dispatcher

As a Service Dispatcher, you will coordinate service and delivery activities between customers, Drivers, Technicians, and field operations to ensure safe, timely, and efficient service. Your goal will be to provide an exceptional customer experience by managing service requests, resolving issues, and ensuring customers receive the support they need. Your success will be measured by effectively prioritizing and dispatching work, solving customer concerns, and collaborating with internal teams to deliver reliable service.

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 an annual bonus plan, pension plan, and parking allowance

Flexible Benefits Plan – In effect from day one and offers three levels of coverage to select from to meet your unique, personal needs

Paid Vacation - Plus an annual option to purchase additional vacation, too

Wellness Support – With an annual wellness allowance, paid personal care days, and a 24/7 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

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 elevate 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

Maintain call center metrics including average handle time, after call work and 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 customers’ requests

Your Skills

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

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 salary range for this position is $47,840 -$59,800. 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