Dispatcher, Customer Service​/HelpDesk

As a Fixed Term Dispatcher, 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, log and communicate to appropriate stakeholders and elevate 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 a fixed-term contract. Please note that we are a 24/7 operation and, as such, 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

• Receive emergency and non-emergency calls from customers, recording significant information, and prioritizing calls based on levels of importance
• Partner with Load builders to maintain connection with both the customer and field representative in the execution of scheduled work
• Apply knowledge, and application policies and procedures effectively, and understanding 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
• Make difficult and time sensitive decisions to support business objectives
• 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' request

• Strong communication skills with an ability to quickly build rapport and maintain relationships
• Problem solving/decision making skills
• Good organizational and analytical skills
• Proven ability to multi-task
• Excellent customer service skills

• High School with Post-secondary education preferred
• 1-3 years Contact Center experience
• Computer literacy is required

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.

Customer Service

Diploma/High School Equivalent