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Job summary

The role involves managing consumer inquiries and requests through phone and email while maintaining accurate logs and escalating issues as needed. You will collaborate with various departments to resolve consumer concerns and identify trends to improve overall service quality.

Job details

As a Fixed Term Customer Service Representative, you will engage with our retail customers and provide excellent consumer experience by responding to inquiries, accurately logging and resolving requests, and escalating issues when required. Your goal will be to proactively call and email consumers, log and communicate to appropriate stakeholders and escalate issues where appropriate. Your success will be measured by your ability to work closely with other departments to assist in the resolution of issues or requests while taking ownership of the consumer request and experience regarding Irving Oil Rewards and other promotional offers. This will be a 6-month fixed term position. If you are interested in this exciting opportunity with Irving Oil, please apply by October 2, 2026. What We Offer: Work Environment – Work onsite in our beautiful home office building with access to a fitness facility, onsite nurse, and a café 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 Responsibilities: Understand business priorities and advise management of trends identified through issue resolution and identify specific areas for improvement Ensure accuracy when requests are logged, resolved and escalated where appropriate Provide accurate and timely responses to general inquiries while answering calls within required service levels Process all correspondence in relation to consumer requests, inquiries or issues within 24hrs and forward to appropriate contact for resolution Work with other departments to assist in the resolution of issues and requests Communicate issues and resolutions to appropriate stakeholders Taking ownership for the consumer experience while maintaining professionalism at all times Perform other duties as required to maintain and enhance consumer relations and departmental productivity Perform root cause investigation to identify issues Your Skills: Bilingualism is considered an asset (English and French) Excellent customer service skills Proven ability to multi-task Ability to work well in a team environment and be a reliable team player Able to make decisions and support team members Must possess strong communication skills with ability to quickly build rapport and maintain relationships Your Experience: Post-secondary education preferred Experience in a call center environment preferred The expected salary range for this position is $42, 640 - $51,168. Placement within range will be based on relevant experience, qualifications, and skills. 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

What you’ll do

The role involves managing consumer inquiries and requests through phone and email while maintaining accurate logs and escalating issues as needed. You will collaborate with various departments to resolve consumer concerns and identify trends to improve overall service quality.

Requirements

Candidates should possess strong communication skills, the ability to multi-task, and a commitment to providing excellent customer service. Post-secondary education and previous experience in a call center environment are preferred.

Benefits

• Annual bonus plan • Pension plan • Parking allowance • Flexible benefits plan • Paid vacation • Wellness allowance • Paid personal care days • Employee & family assistance program • Paid volunteer day • Donation matching program • Fitness facility • Onsite nurse • Café

Listed skills

• Customer service · Preferred
• Teamwork · Preferred
• Problem solving · Preferred
• Multi-Tasking · Preferred
• Communication Skills · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Communication skills
• Multi-tasking
• Teamwork
• Relationship management
• Problem solving
• Root cause investigation
• Professionalism
• Data logging
• Conflict resolution
• Bilingualism
• Rapport Building
• Workplace Inclusivity
• Bilingual (French/English)
• Management
• Call Center Experience
• Customer Service
• Communication
• Consumer Relationship Systems
• Oil and Gas
• Problem Solving
• Multitasking
• Personal Care
• Purchasing
• Investigation
• Business Priorities

Job areas

• Customer Service & Support
• Energy
• Retail
• Administrative
• Business Service Network Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives