Dispatcher (Dispatch Coordinator II)

Company: Canon Careers
Location: Schaumburg
Posted on: June 5, 2021

Job Description:

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.
- 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.
- Typically requires general and/or vocational training 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.
About our Company - Canon Solutions America, Inc. empowers companies of all sizes to succeed by supplying market leading enterprise, production, and large format printing solutions, supported by exceptional professional service offerings. With unwavering dedication to promote professional innovation, Canon Solutions America, Inc. helps drive sustainability, nurture efficiency, and regulate costs through the unification of comprehensive digital and traditional printing and document management solutions. As a wholly owned subsidiary of Canon U.S.A., Canon Solutions America, Inc. is headquartered in Melville, NY and has sales and service locations across the U.S. Our parent company, Canon Inc. (NYSE: CAJ), which earned approximately $30.4 billion in global revenue in 2020, ranks third overall in U.S. patents granted in 2020 and was named one of Fortune Magazines Worlds Most Admired Companies in 2020.

Canon Solutions America 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/internet/portal/us/home/about/careers/benefits-compensation/

We are an EEO/AA employer. Minority/Female/Individuals with Disabilities/Protected Veterans.

If you are not reviewing this job posting on our Careers site csa.canon.com/careers, we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at csa.canon.com/careers.

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Keywords: Canon Careers, Schaumburg , Dispatcher (Dispatch Coordinator II), Other , Schaumburg, Illinois