Irving Oil

Seasonal Dispatcher

Saint John, NB

full_time

About This Job

As a Dispatcher you will serve as a primary point of contact between our field and contact center operations. Your goal will be to provide quality care to our customers by taking ownership of all customer service requests for heating oil and propane. Your success will be measured on your ability to support the delivery and/or service visits to our customer sites through planning, review, and execution of scheduled activities.

What We Offer:

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Work Environment - Work in our beautiful home office building with access to a full fitness facility, onsite nurse, and a café

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Competitive Compensation – Including an annual bonus plan, pension plan, and parking allowance

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

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

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Wellness Support – With 24/7 access to our Employee & Family Assistance Program

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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:

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Receive emergency and non-emergency calls from customers and record significant information to create work orders

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Apply knowledge and application policies and procedures effectively for critical processes. Understand the Sales Processes to ensure customers are billed appropriately

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Prioritize work and escalate emergency calls where required

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Deliver status updates and pertinent information to Operations Managers and various internal parties

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Bring forward and implement recommendations to optimize performance and proactively resolve issues

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Make difficult and time sensitive decisions to support business objectives

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Maintain call center metrics (Average Handle Time, after call work, returned calls)

Your Skills:

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Strong communication skills with an ability to quickly build rapport and maintain relationships

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Problem solving/decision making skills

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Computer literacy is required, good organizational skills, strong analytical skills and good interpersonal skills

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Proven ability to multi-task

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Ability to work well with others is required

Your Experience:

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Post-secondary degree or equivalent experience is an asset

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3-5 years of experience in dispatch or a related field, preferably in a contact center or transportation environment

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

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