Service Dispatcher

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 will be based on providing support to technicians and collaborating directly with internal and external customers.

What We Offer

Work Environment – Be a part of a collaborative environment that cultivates individual growth

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 of 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
• Well-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.