Experienced Part-Time/Remote Customer Communication Dispatch II Coordinator

Join careerzynith, a leading provider of innovative digital imaging solutions, as a Part-Time/Remote Customer Communication Dispatch II Coordinator. This exciting opportunity will allow you to utilize your exceptional communication and organizational skills to provide top-notch customer service and support to our valued clients. As a key member of our team, you will play a vital role in ensuring seamless communication between customers, field personnel, and internal teams.

About the Role

As a Customer Communication Dispatch II Coordinator, you will be responsible for handling both inbound customer calls and national dispatch support. Your primary objectives will be to ensure that all customer calls are answered promptly, resolved efficiently, and provide a positive customer experience. You will also be responsible for monitoring the dispatch system to guarantee the fastest response to customer requests, communicating with field personnel to ensure timely responses, and proactively communicating with field and peers across multiple channels, including email, chat, and phone.

Your Impact

- Answer a high volume of customer phone calls daily: Maintain a minimum monthly average of calls per day in accordance with Department Goals. Complete incoming calls within average minimum published targets. Unavailable time not to exceed current published targets. - Successfully handle more difficult call types associated with high-value accounts: Demonstrate proficiency in handling calls associated with National Accounts. Attain 98% accuracy by verification of all customer information consistent with Dispatch Standards. All Billable calls are entered in accordance with applicable procedures outlined in Dispatch Standards for business units. Verification and updates of customer email addresses are consistent with published targets. Procedures as outlined in Dispatch Standards are followed for Territory Unserviceable and Third Party Requests. - Administrative Duties are addressed in a timely manner: Time cards are completed accurately by due dates. Time off requests and forms are submitted in a timely manner as outlined by department rules. Reports to work on time daily.

Performs Dispatcher duties as needed:

- Provides customers updates on arrival times as needed: Monitors customer service requests and field dispatch statuses. Communicates with Service mgrs., technicians, and customers. - Assists field managers with administrative functions: Miscellaneous Emails - Triage, research, and forward emails, as needed. - Response Times - Monitor and follow up on response times for all branches: Monitors all X branch boxes and scheduling them accordingly. - Monitors calls in jeopardy of missing SLA and reaching out to the on-call manager: Monitors tech's non-scheduled box a minimum of 2 times per shift. Watches for call types 1, 3, and X call types. Reviews and checks OFS notes to verify if immediate service is needed. - Communicates with next shift on any open items: Updates meters in accordance with current department policies. - Acts as backup for special projects from management/admin team: Continuously monitors current Dispatch system to ensure every tech is assigned/dispatched to a call throughout the day. Seeks input from the manager as needed. - Reaches 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

- 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

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Company Overview

careerzynith 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 $28.5 billion in global revenue, its parent company, careerzynith Inc., as of 2024 has ranked in the top-10 for U.S. patents granted for 41 consecutive years. careerzynith is dedicated to its _Kyosei_ philosophy of social and environmental responsibility. To learn more about careerzynith, visit us at [careerzynith website] and connect with us on LinkedIn at [careerzynith LinkedIn page].

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.

And Even More Perks!

- 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: 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.

Workstyle Description

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.

Posting Tags

#PM20 #LI-Remote #LI-JZ1

Location

_US-NJ-Burlington | US-IL-Itasca_

Company

careerzynith

Requisition ID

_33140_

Category

Customer Service/Support

Position Type

Part-Time

Workstyle

Virtual

Equal Employment Opportunity

careerzynith 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. Click on the following links to learn more "EEO is the Law" poster, "EEO is the Law" poster supplement, NLRA "Employee Rights" poster and careerzynith’s Pay Transparency Statement.

Accommodation Request

careerzynith 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].

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