Dispatch Coordinator II
About The Position
Monitors customer service dispatch requests and dispatches technicians in a timely manner. Communicates with Service Managers, Technicians, and customers as needed. Serves as a back-up inbound call taker as needed. Your Impact - 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. - Coaches peers to improve response times and deliver exceptional customer experience. - Provides optimization feedback (systems, process) to leadership as needed. - Performs stress testing and user acceptance testings as needed to fully vet new systems enhancements.
Requirements
- HS Diploma, GED, or equivalent experience required, plus 2 to 4 years of related experience.
- Associate's degree or equivalent required. Some college preferred.
- Related experience preferred.
- Strong verbal and written communication skills.
- Proficient in MS Office, strong attention to detail, organized and able to multitask.
- Ability to problem solve and handle escalations.
- May occasionally work a different shift due to business needs.
Nice To Haves
- Related experience
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.
- Coaches peers to improve response times and deliver exceptional customer experience.
- Provides optimization feedback (systems, process) to leadership as needed.
- Performs stress testing and user acceptance testings as needed to fully vet new systems enhancements.
Benefits
- medical
- dental
- vision
- 401(k) Savings Plan
- discretionary profit sharing
- discretionary success sharing
- educational assistance
- recognition programs
- vacation
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
