Experienced Part-Time/Remote Customer Communication Dispatch II Coordinator – Virtual Customer Support and Dispatch Expert

At arenaflex, we're on a mission to revolutionize the way we interact with our customers, and we're looking for a talented and dedicated individual to join our team as a Part-Time/Remote Customer Communication Dispatch II Coordinator. As a key member of our customer support team, you'll play a vital role in ensuring that our customers receive exceptional service and support, while also contributing to the growth and success of our organization.

About arenaflex

arenaflex is a global leader in digital imaging and innovation, driven by our commitment to exceeding customer expectations and enriching the lives of our local communities and staff. Our employees are passionate about what they do, and we're proud to offer a work environment that fosters creativity, collaboration, and a strong sense of pride in our work. Join us and discover what it means to work for a company that values integrity, respect, empowerment, and making a difference in the communities we serve.

Job Summary

As a Part-Time/Remote Customer Communication Dispatch II Coordinator, you'll be responsible for covering both inbound customer calls and national dispatch support. You'll ensure that all service calls are answered in a quick and timely manner, resolving customer requests and providing a positive customer experience. You'll also be responsible for monitoring the dispatch system to ensure the fastest response to customer requests, communicating with field personnel to ensure response times are met, and providing proactive communication with field and peers across multiple channels.

Key Responsibilities

* 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, with unavailable time not exceeding 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 verification of 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
• Perform dispatcher duties as needed, including:

+ Providing customers with updates on arrival times as needed + Monitoring customer service requests and field dispatch statuses + Communicating with Service managers, technicians, and customers + Assisting 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 + 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 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 + Reach out proactively to technicians supporting after-hours service to properly align resources to meet customer SLA requirements

Essential Qualifications

* High School Diploma, GED, or equivalent experience required, 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

Preferred Qualifications

* Experience working in a virtual or remote environment

• Familiarity with Dispatch systems and procedures
• Strong analytical and problem-solving skills
• Ability to work independently with minimal supervision
• Strong communication and interpersonal skills

What We Offer

* 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

• 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

Work Environment

* Virtual - 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.

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please visit our Careers' site at https://www.usa.canon.com/about-us/life-at-canon to submit your application. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion. We are an affirmative action employer and are committed to working with and providing reasonable accommodations to individuals with disabilities.

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