Customer Care Dispatcher

ImageOne • Oak Park, MI

61d • Hybrid

About The Position

Imagine working in a place where your manager truly believes in your personal and professional development. It's not imaginary. It's imageOne. It's for real. We have an award-winning company culture like none you've ever experienced. We offer fantastic opportunities for professional development, financial stability and personal fulfillment. We invest in your success. Each year you will complete a Vision and Goals Worksheet outlining your personal, professional and health goals. Our Leadership Team is required and excited to help you reach your ambitions. We strive for life balance, not work-life balance. We genuinely want you to be happy. We love to surprise you. Every single one of our team members gets a "We Care Friday" - an unexpected phone call on Thursday to tell you, "Don't come in tomorrow. We've got you covered!" No secrets here! We practice open book management, so you will always understand our financials. You'll learn how to read an income statement and balance sheet like a pro and you'll be financially rewarded through our profit bonus program. We hire awesome people who strive to deliver extraordinary service. We're looking for an experienced Customer Care Dispatcher to join our growing team. We'd love to talk to you! Who We Are ImageOne provides Managed Print Services and Document Lifecycle Solutions to companies throughout the United States - helping them decrease and control costs, improve productivity and simplify their printing and document workflow environments. Every day we bring energy, passion, and an unending drive to deliver an extraordinary customer experience. How awesome is that? What will your Responsibilities be? As the customer care dispatch, you are responsible for coordinating service efforts through our national partners, while managing phone calls and emails. Serve as middle communication for services between customers and on-site technicians. You will manage on average about 15-25 service calls per day. As well as upholding a strong dispatch and utilizing event planning skills.

Requirements

• Authentically live our core values
• Bachelor's Degree (preferred)
• At least 5 years of experience in a professional customer facing support or dispatch coordinator role (required)
• Highly organized with demonstrated follow-through
• Strong interpersonal, analytical, critical thinking, and problem-solving skills
• Great ability to multitask and stay organized
• learns quickly and can demonstrate competencies effectively
• Proficient with Microsoft suite and SharePoint document repositories
• Positive attitude and adapts well to change
• Self-motivated, exceptional at prioritizing, and works well with a team
• Enjoy what you do!

Nice To Haves

• Bachelor's Degree (preferred)

Responsibilities

• Dispatch national service requests, preventing and/or managing escalations
• Initiate communication with customers to install printer monitoring software
• Handle multi-point customer points per call with the confidence to offer multiple solutions, provide resources, or connect them with the next point of contact
• Handle customer inquiries and escalations with a sense of urgency
• Process equipment and toner orders
• Customer Business Review preparation
• Proactively analyze and improve existing processes
• Complete special projects as assigned
• Developing and strengthening relationships with our partners
• Provide back-up for Customer Care team members

Benefits

• Amazing workplace culture!
• Competitive salary
• Medical, prescription drug, dental, and vision benefits
• Health savings account benefits
• Flexible spending account benefits
• Company paid life insurance
• 401k matching program
• Paid time off program
• Additional days off: Community Service Day, Your Birthday, We Care Friday (Surprise Friday off)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Printing and Related Support Activities
• Number of Employees: 101-250 employees