Job Description
At arenaflex, we're dedicated to delivering exceptional customer experiences through innovative digital imaging solutions. As a key member of our team, the Experienced Customer Communication Dispatch II Coordinator will play a vital role in ensuring seamless communication between our customers and field personnel. If you're passionate about providing top-notch customer service, have excellent communication skills, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity. **About the Role** As an Experienced Customer Communication Dispatch II Coordinator, you'll be responsible for handling both Inbound Customer Calls and National Dispatch Support. Your primary objective will be to ensure that all customer calls are answered promptly, resolved efficiently, and provide a positive customer experience. You'll 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. **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, ensuring unavailable time does not 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 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. - **Address administrative duties in a timely manner**: Complete time cards accurately by due dates. Submit time off requests and forms in a timely manner as outlined by department rules. Report to work on time daily. **Performs Dispatcher duties as needed:** - **Provides customers with updates on arrival times as needed**: Monitor customer service requests and field dispatch statuses. Communicate with Service managers, 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**: Monitor all X branch boxes and scheduling them accordingly. - **Monitors calls in jeopardy of missing SLA and reaches 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 the 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 the 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**. **Company Overview** At arenaflex, we're 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, our parent company, arenaflex Inc., has ranked in the top-10 for U.S. patents granted for 41 consecutive years. We're dedicated to our _Kyosei_ philosophy of social and environmental responsibility. Join us and discover what it means to work for a global digital imaging leader with an unparalleled reputation for quality and innovation. **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 #LI-Remote #LI-JZ1 **Location** _US-NJ-Burlington | US-IL-Itasca_ **Company** arenaflex **Requisition ID** _33140_ **Category** Customer Service/Support **Position Type** Part-Time **Workstyle** Virtual **Equal Employment Opportunity** 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** Apply for this job