Job Description

As a Fixed Term Service Dispatcher, you will serve as a primary point of contact between our field and contact center operations. This role supports the delivery and/or service visits to our customer sites through planning, review and execution of scheduled activities. This role is responsible for coordinating and executing service requests and dispatching Drivers and Technicians within established policies and procedures. They provide quality care to our customers by taking ownership of all customer service inquiries for heating oil and propane. They are the point of contact for our customers by providing excellence through troubleshooting and/or solving service-related problems, managing the needs of customers and escalating issues as appropriate.


Kindly note this a fixed term position beginning January 2026 and ending June 2026.


What We Offer:


Work Environment - Work onsite at our Crown Street location in Saint John, NB with access to our fitness facility


Competitive Compensation - Including a parking allowance


Flexible Benefits Plan - Including medical and dental benefits that are both in effect from day one


Paid Vacation


Wellness Support - With a 24/7 Employee & Family Assistance Program


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:


Receive emergency and non-emergency calls from customers and record significant information, which is used to create work orders


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)


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 customers' 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.


Job Requirements - Work Experience


Customer Service


Job Requirements - Education


Diploma/High School Equivalent