Canon USA & Affiliates Dispatcher in Burlington, New Jersey
Canon Solutions America Dispatchers are responsible for ensuring that all service calls are answered and entered in a quick and timely manner. Dispatchers are also responsible for providing other service or sales support as needed to provide the best possible customer service.
Dispatch field technicians within your designated territory.
Monitors assigned technicians schedules to ensure calls are evenly distributed and achievable.
Adjusts schedules to meet priority customer SLAs and multiple calls to same address.
Work with field management team on any routing or schedule conflicts.
Manually schedule calls that have a territory gap.
Handles call escalations for ETA issues and service contract issues that require further follow-up.
Provides phone support to field technicians via the dispatch technician hotline.
Meets assigned technician goals for abandon rate and service levels.
Accurately enters service requests into Oracle whenever necessary. Obtains and validates proper close out information.
Serve as back up for other territories for vacation and other absences.
Backs up customer dispatch hotline whenever service levels are impacted.
High school diploma or equivalent
Minimum of 2 years similar customer service experience in an automated environment. Prior dispatch experience a plus
Strong PC literacy, data entry and organizational skills
Experience in a customer call center environment a plus
Oracle knowledge a plus
Ability to fulfill customer expectations while monitoring operations and workflow in a timely manner
Ability to multitask in a fast paced environment
About our Company - Canon Solutions America provides industry leading enterprise, production, and large format printing solutions, supported by exceptional professional service offerings. With the technology offerings of the Canon and Océ brands, Canon Solutions America helps companies of all sizes find ways to: improve sustainability, increase efficiency, and control costs in conjunction with high volume, continuous feed, digital and traditional printing, and document management solutions. A wholly owned subsidiary of Canon U.S.A., Inc., Canon Solutions America is headquartered in Melville, N.Y. and has sales and service locations across the U.S.
Canon Solutions America offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, profit sharing, success sharing, educational assistance, recognition programs, vacation, and much more.
We are an EEO/AA employer. Minority/Female/Individuals with Disabilities/Protected Veterans.
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Requisition ID 19316
Category Customer Service/Support
Position Type Full-Time