Customer Comm Coordinator - Dispatch II - 3:00pm-11:30pmUS-IL-Itasca
Job ID: 32545
Type: Full-Time
# of Openings: 1
Category: Customer Service/Support
IL - Itasca Bruning Dr
About the Role Responsible for covering both Inbound Customer Calls and National Dispatch Support. When handling inbound calls, responsible for ensuring that all servce calls are answered in a quick, timely manner, resolving the customer's request and providing a positive customer experience. When dispatching calls, responsible for monitoring the dispatch system to ensure the fastest response to a customer request, communicationg with field personnel to make certain the response time is met. Proactive communication with field and peers across multiple channels including email, chat, and phone is required. Must be able to multi-task, show initiative, and support team members.
Your Impact - Answers a high volume of customer phone calls daily: Maintains minimum monthly average of calls per day in accordance with Department Goals. Completes incoming calls within average minimum published targets. Unavailable time not to exceed current published targets. - Ability to successfully handle more difficult call types associated with high value accounts: Demonstrates proficiency in handling calls associated with a National Accounts. Attains 98% accuracy by verification of all customer information consistent with Dispatch Standards. All Billable calls are entered in accordance with applicable procedures outlined in Dispatch Standards for business units. Verification and updates of customer email addresses are consistent with published targets. Procedures as outlined in Dispatch Standards are followed for Territory Unserviceable and Third Party Requests. - Administrative Duties are addressed in a timely manner: Time cards are completed accurately by due dates. Time off requests and forms are submitted in a timely manner as outlined by department rules. Reports to work on time daily. Performs Dispatcher duties as needed: - Provides customers updates on arrival times as needed. Monitors customer service requests and field dispatch statuses. Communicates with Service mgrs., technicians and customers. - Assists field managers with administrative functions. - Miscellaneous Emails - Triage, research, and forward emails, as needed. - Response Times - Monitor and follow up on response times for all branches. - Monitors all X branch boxes and scheduling them accordingly. - Monitors calls in jeopardy of missing SLA and reaching out to the on call manager. - Monitors tech's non- scheduled box a minimum of 2 times per shift. Watches for call types 1, 3 and X call types. Reviews and checks OFS notes to verify if immediate service is needed - Communicates with next shift on any open items. - Updates meters in accordance with current department policies. - Acts as backup for special projects from management/admin team. - Continuously monitors current Dispatch system to ensure every tech is assigned/dispatched to a call throughout the day. Seeks input from the manager as needed. - Reaches out proactively to technicians supporting after hours service to properly align resources to meet the customers SLA requirements.
About You: The Skills & Expertise You Bring HS Diploma, GED, or equivalent experience required, plus 2 to 4 years of related experience.
- Prior Dispatch or Call Taker Experience a Plus.
- Strong PC Literacy and Data Entry Skills.
- Ability to monitor and manage group E-Mail Boxes.
- Strong non-technical customer support and communication skills.
- Strong phone skills. Able to build customer rapport and minimize escalations.
- Ability to fulfill customer expectations while monitoring operations and workflow in a timely manner.
- Ability to Multi-Task in a Fast Paced Environment.
- Demonstrates a willingness and is successful at working in a team environment.
- Demonstrates a positive work attitude both internally and externally.
- Responsible for covering the overnight shift, including weekend coverage.
Company Overview About our Company - Canon Solutions America, Inc. empowers companies of all sizes to succeed by supplying market leading enterprise, production, and large format printing solutions, supported by exceptional professional service offerings. With unwavering dedication to promote professional innovation, Canon Solutions America, Inc. helps drive sustainability, nurture efficiency, and regulate costs through the unification of comprehensive digital and traditional printing and document management solutions. As a wholly owned subsidiary of Canon U.S.A., Canon Solutions America, Inc. is headquartered in Melville, NY and has sales and service locations across the U.S. Our parent company, Canon Inc. (NYSE: CAJ), which earned approximately $30.4 billion in global revenue in 2020, ranks third overall in U.S. patents granted in 2020 and was named one of Fortune Magazines Worlds Most Admired Companies in 2020.
Canon Solutions America offers a competitive compensation package including, for eligible positions, medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more. A more comprehensive list of what we have to offer is available at
We comply with all applicable federal, state and local laws, regulations, orders and mandates, including those we may be required to follow as a federal government contractor/subcontractor.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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