Join careerzynith, a global leader in digital imaging and innovation, as a Part Time/Remote Customer Communication Dispatch II Coordinator. This role offers a unique opportunity to make a meaningful impact in customer communication and dispatch support, while enjoying a dynamic and collaborative work environment. As a key member of our team, you will be responsible for handling inbound customer calls, dispatching calls, and providing proactive communication with field personnel and peers across multiple channels.
**Your Impact**
As a Customer Communication Dispatch II Coordinator, you will play a vital role in ensuring that customer requests are answered in a timely and efficient manner. Your responsibilities will include:
* Answering a high volume of customer phone calls daily, maintaining a minimum monthly average of calls per day in accordance with Department Goals.
* Completing incoming calls within average minimum published targets, with unavailable time not exceeding current published targets.
* Successfully handling more difficult call types associated with high-value accounts, demonstrating proficiency in handling calls associated with National Accounts.
* Attaining 98% accuracy by verification of all customer information consistent with Dispatch Standards.
* Entering all Billable calls in accordance with applicable procedures outlined in Dispatch Standards for business units.
* Verifying and updating customer email addresses consistent with published targets.
* Following procedures as outlined in Dispatch Standards for Territory Unserviceable and Third Party Requests.
**Performs Dispatcher Duties As Needed**
As a Customer Communication Dispatch II Coordinator, you will also be responsible for performing 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 forwarding emails as needed.
* Monitoring response times for all branches.
* Monitoring all X branch boxes and scheduling them accordingly.
* Monitoring calls in jeopardy of missing SLA and reaching out to the on-call manager.
* Monitoring tech's non-scheduled box a minimum of 2 times per shift.
* Watching for call types 1, 3, and X call types.
* Reviewing and checking OFS notes to verify if immediate service is needed.
* Communicating with the next shift on any open items.
* Updating meters in accordance with current department policies.
* Acting as a backup for special projects from management/admin team.
* Continuously monitoring the current Dispatch system to ensure every tech is assigned/dispatched to a call throughout the day.
* Seeking input from the manager as needed.
* Reaching out proactively to technicians supporting after-hours service to properly align resources to meet the customers SLA requirements.
**About You: The Skills & Expertise You Bring**
To be successful in this role, you will need to possess the following skills and expertise:
* 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.
* Responsible for covering the overnight shift, including weekend coverage.
**Company Overview**
careerzynith is a global leader in digital imaging and innovation, driven by our mission of exceeding customer expectations with our technologies and enriching the lives of our local communities and staff. We are a phenomenal team working collaboratively toward common goals, with a strong sense of pride in what we do individually and together as a team.
**What We Offer**
As a Customer Communication Dispatch II Coordinator at careerzynith, you will enjoy a competitive compensation package, including:
* Competitive hourly rate: $17.57 - 26.31/hr.
* 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, with the office open 5 days a week. 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
If you are a motivated and customer-focused individual with excellent communication and dispatch skills, we encourage you to apply for this exciting opportunity to join our team as a Part Time/Remote Customer Communication Dispatch II Coordinator at careerzynith.