Provides “front line” support to one or more levels of dispatch personnel. Assists management in the development and training supporting all formal roles within the Dispatch department.
Provides outstanding service to customers calling the dispatch team for service.
Responds to routine customer or field personnel inquiries via live call or Email as needed.
Builds strong relationships with other departments and field personnel.
Assists in the training and development of call takers and dispatchers.
Mentors peers to improve response times and load balance calls effectively. Coaches peers on OFS best practices, and delivers exceptional customer experiences.
Responsible for the successful completion of most complex transactions associated with VIP National Account Customers as needed.
Balances workloads to meet customer service level agreements. Contacts customers with updated estimated time of arrivals as needed.
Follows established work procedures on routine tasks, and makes recommendations regarding customer issues when applicable.
Independently handles or assists other with most complex customer or field personnel calls and/or situations.
Responsible for handling escalated situations.
Provides follow through on any special customer or field personnel needs in a timely manner.
HS Diploma, GED, or equivalent experience required, plus 6 or more years of related experience.
Associate’s degree or equivalent required. Bachelor’s degree preferred. Business Administration or related field preferred.
Prior call center or dispatch knowledge preferred.
Excellent verbal and written communication skills.
Advanced in MS Office, strong attention to detail, organized and able to multitask.
Ability to problem solve and handle escalations. Demonstrates ability to lead others.
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 Magazine’s World’s Most Admired Companies in 2020.
Canon Solutions America offers a competitive compensation package including, for eligible positions, 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 athttps://www.usa.canon.com/about-us/life-at-canon/benefits-and-compensation (https://www.usa.canon.com/about-us/life-at-canon/benefits-and-compensation )
We comply with all applicable federal, state and local laws, regulations, orders and mandates, including those we may be required to follow as a federal government contractor/subcontractor.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
If you are not reviewing this job posting on our Careers’ sitecsa.canon.com/careers (https://csa.canon.com/online/portal/csa/csa/company/careers/) , we cannot guarantee the validity of this posting. For a list of our current postings, please visit us atcsa.canon.com/careers (https://csa.canon.com/online/portal/csa/csa/company/careers/) .
Hybrid – This position is full time and offers a hybrid work schedule requiring you to be in the office two company designated days a week and an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.
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Company Canon Solutions America, Inc.
Requisition ID 31057 Category Customer Service/Support Position Type Full-Time