Service Dispatcher

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 on a daily basis. Your success be based on providing support to technicians and collaborating directly with internal and external customers. What We Offer:   Work Environment – Work in our beautiful corporate office, in the heart of the upper valley with easy access to downtown Lebanon Hybrid Work Model – Allows for a blend of in-office and work-from-home days Competitive Compensation – Including an annual bonus plan, and 401k company matched up to 4%. 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 Your Responsibilities:   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 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 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 Your Skills:   Strong attention to detail Organized Communication 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. 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. In a world increasingly engaged in taking action on global issues of climate change, social justice and good corporate governance, our organization has an important role to play. We are committed to being part of the solution, in providing the safe and reliable energy that people need, while taking concrete steps to evolve our business for the future - for our people, our customers and our communities, today and tomorrow. Please take a look at our Sustainability Report to learn more about our commitment to our communities, and our planet. Job Requirements - Work Experience Customer Service Job Requirements - Education Diploma/High School Equivalent We are always looking for amazing candidates to join our talent community. If you do not see a position that interests you, please fill in your contact information and upload your resume. As a family-owned company deeply rooted in our communities, we work hard to make a difference in the places we serve. For nearly 100 years, our commitment to doing good business has been grounded in our commitment to people – to our employees, to our customers, and to our communities.   Our mission is focused on our continued evolution to meet the changing needs of our customers. We are devoted to being part of the solution, in providing the safe and reliable energy that our customers need, while taking concrete steps to evolve our business for the future.