Experienced Customer Communication Dispatch II Coordinator – Virtual Customer Service and Support
Join arenaflex, a leading provider of innovative digital imaging solutions, as a Part-Time/Remote Customer Communication Dispatch II Coordinator. As a key member of our customer service team, you will play a vital role in ensuring exceptional customer experiences through timely and effective communication. If you're passionate about delivering world-class service, working collaboratively with a talented team, and driving business growth, we encourage you to apply.
About The Role
As a Customer Communication Dispatch II Coordinator, you will be responsible for covering both Inbound Customer Calls and National Dispatch Support. Your primary focus will be on ensuring that all service calls are answered promptly, resolving customer requests efficiently, and providing a positive customer experience. You will also be responsible for monitoring the dispatch system to ensure the fastest response to customer requests, communicating with field personnel to ensure timely responses, and proactively communicating with field and peers across multiple channels.
Your Impact
• Answer a high volume of customer phone calls daily, maintaining a minimum monthly average of calls per day in accordance with Department Goals.
- Complete incoming calls within average minimum published targets, ensuring that unavailable time does not exceed current published targets.
- Successfully handle more difficult call types associated with high-value accounts, demonstrating proficiency in handling calls associated with National Accounts.
- Attain 98% accuracy by verifying all customer information consistent with Dispatch Standards.
- Enter all billable calls in accordance with applicable procedures outlined in Dispatch Standards for business units.
- Verify and update customer email addresses consistently with published targets.
- Follow procedures outlined in Dispatch Standards for Territory Unserviceable and Third-Party Requests.
Performs Dispatcher Duties As Needed
• Provide customers with updates on arrival times as needed.
- Monitor customer service requests and field dispatch statuses.
- Communicate with Service Managers, Technicians, and Customers.
- Assist field managers with administrative functions.
- Triage, research, and forward emails as needed.
- Monitor and follow up on response times for all branches.
- Monitor all X branch boxes and schedule them accordingly.
- Monitor calls in jeopardy of missing SLA and reach out to the on-call manager.
- Monitor tech's non-scheduled box a minimum of 2 times per shift.
- Watch for call types 1, 3, and X call types.
- Review and check OFS notes to verify if immediate service is needed.
- Communicate with the next shift on any open items.
- Update meters in accordance with current department policies.
- Act as a backup for special projects from management/admin team.
- Continuously monitor the current Dispatch system to ensure every tech is assigned/dispatched to a call throughout the day.
- Seek input from the manager as needed.
- Proactively reach out to technicians supporting after-hours service to properly align resources to meet customer SLA requirements.
About You: The Skills & Expertise You Bring
We're looking for a highly motivated and organized individual with excellent communication and customer service skills. If you have:
- A High School Diploma, GED, or equivalent experience, plus 2 to 4 years of related experience.
- Prior Dispatch or Call Taker Experience (a plus).
- Strong PC Literacy and Data Entry Skills.
- Ability to monitor and manage group E-Mail Boxes.
- Strong non-technical customer support and communication skills.
- Strong phone skills, able to build customer rapport and minimize escalations.
- Ability to fulfill customer expectations while monitoring operations and workflow in a timely manner.
- Ability to Multi-Task in a Fast-Paced Environment.
- Demonstrates a willingness and is successful at working in a team environment.
- Demonstrates a positive work attitude both internally and externally.
Company Overview
arenaflex is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean markets. With approximately $29.4 billion in global revenue, our parent company has ranked in the top-five overall in U.S. patents granted for 38 consecutive years. We are dedicated to our Kyosei philosophy of social and environmental responsibility.
What We Offer
You'll be joining a leader in digital imaging and innovation with an immense opportunity to make an impact and create your own rewarding career. We demonstrate commitment to our employees by offering a full range of rewards, including:
- Competitive compensation and 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.
Workstyle Description
This position is considered virtual. The office will be open 5 days a week; however, you will not be required to report to the office unless there is a specific business need. Note that work schedules and office reporting requirements may change from time to time based on business needs.
Posting Tags
#PM20
Location
US-NJ-Burlington | US-IL-Itasca
Company
arenaflex
Requisition ID
33140
Category
Customer Service/Support
Position Type
Part-Time
Workstyle
Virtual
Equal Opportunity Employer
arenaflex is proud to be an equal opportunity/affirmative action employer. Minority/Female/Individuals with Disabilities/Veteran. We value the diversity of our workforce and knowledge of our people. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identification, national origin, disability, genetic information or protected veteran status, or any other characteristic protected by law.
Accommodation Request
arenaflex is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require a reasonable accommodation in order to complete an employment application, or during the application process, please e-mail us at [email protected].
Apply Now
If you're ready to join a dynamic team and make a meaningful impact, apply now! Apply for this job