Dispatch Customer Care Coach (Hybrid)

Dispatch Customer Care Coach (Hybrid)

As a Dispatch Customer Care Coach, you will provide support to the Irving Energy Delivery Dispatch and Loadbuilding Teams in the fast-paced world of Delivery Operations. Your goal will be to provide throughout impactful coaching, training, and mentoring of Dispatchers, Customer Service Representatives and Loadbuilders. Your success will be determined by your ability to grow your leadership skills and contribute directly to the betterment of processes and the team overall in the fast-paced world of Irving Energy Operations.

What We Offer:

• Work Environment - Work in our beautiful home office building with access to a fitness facility, onsite nurse, and a café
• Hybrid Work Model - Allows for a blend of in-office and work-from-home days
• Competitive Compensation - Including an annual bonus plan, pension plan, and parking allowance
• Flexible Benefits Plan - in effect from day one and offers three levels of coverage to select from to meet your unique, personal needs.
• 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
• 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:

• Be a leader in modeling the Irving Safety culture
• Facilitate all onboarding for new and returning employees to the Delivery Dispatch & Loadbuilding teams
• Develop & facilitate ad hoc training to increase employee engagement and accountability
• Addressing coaching opportunities directly with CSRs, Dispatchers & Load Builders & engage leaders should trends develop and deliver clear, actionable, meaningful feedback
• Verify all agents are providing accurate, up to date information, following current processes, and effectively communicating Irving Energy Delivery Guidelines to customers
• Demonstrate a willingness to work within the team to assist with customer issues as required to provide a quality customer experience
• Perform audit of phone agent calls to ensure call quality goals are met and identify possible process improvements to remove roadblocks for Delivery Dispatchers, CSRs & Loadbuilders
• Handle escalated customer calls as needed
• Lead one Summer Reset project annually

Your Skills:

• Results driven individual with attention to detail, time management and strategic planning skills
• Open to receiving & providing coaching and feedback and taking timely action and critical thinking, problem solving and strong analytical skills
• Excellent communication & relationship building skills, empathy & patience
• Keen adaptability sense and openness to change
• Strong computer literacy
• Ability to maintain a flexible schedule

Your Experience:

• Post-secondary education and/or equivalent experience in a customer service coaching support role
• 3-5 years related experience in dispatching and/or scheduling

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

Job Requirements - Education