Dispatch Coordinator II

Role Overview

• Monitors customer service dispatch requests and dispatches technicians in a timely manner
• Communicates with Service Managers, Technicians, and customers as needed
• Serves as a back-up inbound call taker as needed
• Provides outstanding service to customers calling the dispatch team for service
• Responds to routine customer inquiries via live call or Email as needed
• Provides follow through on any special customer needs in a timely manner
• Responsible for handling escalated situations
• Follows established work procedures on routine tasks
• Balances workloads to meet customer service level agreements
• Contacts customers with updated estimated time of arrivals as needed
• Coaches peers to improve response times and deliver exceptional customer experience
• Provides optimization feedback (systems, process) to leadership as needed
• Performs stress testing and user acceptance testings as needed to fully vet new systems enhancements

Requirements

• HS Diploma, GED, or equivalent experience required
• 2 to 4 years of related experience
• Associate's degree or equivalent required
• Some college preferred
• Related experience preferred
• Strong verbal and written communication skills
• Proficient in MS Office
• Strong attention to detail
• Organized and able to multitask
• Ability to problem solve and handle escalations
• May occasionally work a different shift due to business needs

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) Savings Plan
• Discretionary profit sharing
• Discretionary success sharing
• Educational assistance
• Recognition programs
• Vacation
• Employee referral bonus
• Employee discounts
• "Dress for Your Day" attire program
• Volunteer opportunities
• Canon welcome kit and official merch