What are the responsibilities and job description for the Service Dispatcher position at Irving Oil?
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
Make 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.
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