Customer Communications Administrator III

Canon U.S.A., Inc. • Itasca, IL

11d • $21 - $32 • Hybrid

About The Position

About the Role
Supports Field Service Managers with administrative functions. Ensures balanced workloads between technicians and delivers excellent customer response times by handling multiple data points, researching issues, and making quick decisions in the best interests of the company. Effectively handles sensitive and/or specialized responsibilities. Ensures Oracle Install Base accuracy, handles requests via live call, Email, and fax along with high value customers.

Requirements

• HS Diploma, GED, or equivalent experience required, plus 4 to 6 years of related experience.
• Strong verbal and written communication skills.
• Proficient in MS Office, strong attention to detail, organized and able to multitask.
• May provide guidance to less experience employees.
• May occasionally work a different shift due to business needs.

Nice To Haves

• Bachelor's degree preferred. Business Administration or related field preferred.
• Experience in related field required. Prior call center or dispatch knowledge preferred.

Responsibilities

• Provides outstanding service to customers calling the dispatch team for service.
• Responds to routine customer inquiries via live call or Email as needed.
• Provides follow through on any special customer needs in a timely manner.
• Responsible for handling escalated situations.
• Follows established work procedures on routine tasks, and makes recommendations regarding customer issues when applicable.
• Balances workloads to meet customer service Level agreements. Contacts customers with updated estimated time of arrivals as needed.
• Responsible for the successful completion of complex transactions associated with high value customers.
• Coaches peers to improve response times and deliver exceptional customer experiences.
• Provides back-up phone support as needed.
• Responsible for working complex Oracle reports.
• Schedules installs and de-installs.

Benefits

• Employee referral bonus
• Employee discounts
• “Dress for Your Day” attire program (casual is welcome, based on your job function)
• Volunteer opportunities to give back to our local community
• Swag! A Canon welcome kit and official merch you can’t get anywhere else
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED