Irving Oil

Service Dispatcher

West Lebanon, NH

Full-time

About This Job

As a Service Dispatcher you will coordinate and manage events that can impact the technician’s day. Your goal will be to balance the Technician’s safety, while meeting customer requirements daily. Your success be based on providing support to technicians and collaborating directly with internal and external customers.

What We Offer:

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Work Environment – Work in our beautiful corporate office, in the heart of the upper valley with easy access to downtown Lebanon

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Competitive Compensation – Including an annual bonus plan, and 401k company matched up to 4%

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

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Wellness Support – With an annual wellness allowance, paid personal care days and a 24/7 Employee & Family Assistance Program

Your Responsibilities:

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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

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Partner with Load builders, maintain connection with both the customer and field representative in the execution of scheduled work

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Apply knowledge and application policies and procedures effectively to determine when it is a critical process and when to apply them

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Prioritize work and escalate emergency calls where required, rescheduling less critical work.

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

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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

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Take personal responsibility for following through on promises and commitments.

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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 attention to detail

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Organized

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Communication skills

Your Experience:

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Post-secondary degree or equivalent experience is an asset

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

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Team player that can accept shared responsibility

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