Dispatcher
West Lebanon, NH
Full-timeAbout This Job
•
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.
•
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). 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 CSRs 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.
Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that’screated 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
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