What are the responsibilities and job description for the Seasonal Dispatcher position at 71 Irving Oil Terminals, Inc.?
As a Seasonal Dispatcher you will serve as a primary point of contact between our field and contact center operations. Your goal will be to provide quality care for our customers by taking ownership of all customer service requests for heating oil and propane. Your success will be measured on your ability to support the delivery and/or service visits to our customer sites through planning, review, and execution of scheduled activities. What We Offer: Work Environment – Be a part of an onsite collaborative environment that cultivates individual growth Competitive Compensation – Including a company matched 401k and a Sign-on Bonus Flexible Benefits Plan – Including medical and dental benefits Paid Time Off - Accrued personal days and paid holiday Wellness Support - With an annual wellness allowance, paid personal care days and 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. 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) 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 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 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 more than 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.