Dispatch Coordinator II

Canon U.S.A., Inc. • Itasca, IL

2d • $18 - $26 • Hybrid

About The Position

About the Role
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.

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.
• 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 preferred.
• Some college 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.
• 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

• 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
• medical
• dental
• vision
• 401(k) Savings Plan
• discretionary profit sharing
• discretionary success sharing
• educational assistance
• recognition programs
• vacation

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees