Customer Comm Coordinator - Dispatch II - 3:00pm-11:30pm

US-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.

We are providing the anticipated hourly rate for this role: $17.57 - $26.31 hourly

Company Overview

About our Company - Canon U.S.A., Inc., is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean markets. With approximately $29.4 billion in global revenue, its parent company, Canon Inc. as of 2023 has ranked in the top-five overall in U.S. patents granted for 38 consecutive years. Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility. To learn more about Canon, visit us at www.usa.canon.com and connect with us on LinkedIn at https://www.linkedin.com/company/canonusa.

Who We Are

Where Talent Fosters Innovation.

Do you want your next professional experience to be filled with purpose and opportunity, world-class team members, and impactful work? Driven by our mission of exceeding customer expectations with our technologies and enriching the lives of our local communities and staff, we are a phenomenal team working collaboratively toward common goals. Our employees have a strong work ethic, creativity, and a cooperative spirit. We believe in integrity, respect, empowerment, and making a difference in the communities we serve. There is a strong sense of pride in what we do individually and together as a team. Join us and discover what it means to work for a global digital imaging leader with an unparalleled reputation for quality and innovation.

What We Offer

Youll be joining a leader in digital imaging and innovation with an immense opportunity to make an impact and create your own rewarding career. We demonstrate commitment to our employees by offering a full range of rewards, including competitive compensation and benefits.

And Even More Perks!

-Employee referral bonus
-Employee discounts
-Dress for Your Day attire program
-Casual dress (including jeans!) is welcome
-Volunteer opportunities to give back to our local community
-Swag! A Canon welcome kit and official merch you cant get anywhere else

Based on weekly patent counts issued by United States Patent and Trademark Office.
All referenced product names, and other marks, are trademarks of their respective owners.

Canon U.S.A., Inc. offers a competitive compensation package including 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 https://www.usa.canon.com/about-us/life-at-canon/benefits-and-compensation

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 applicants must reside in the United States.

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.

If you are not reviewing this job posting on our Careers site https://www.usa.canon.com/about-us/life-at-canon, we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at https://www.usa.canon.com/about-us/life-at-canon.

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Posting Tags

#LI-EF1 #PM20

PI259155673