Schaumburg, Illinois

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.

Responsibilities

- 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, and makes recommendations regarding customer issues when applicable. - 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.

Qualifications

- Typically requires general and/or vocational training plus 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.

Company Overview

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 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 at https://www.usa.canon.com/internet/portal/us/home/about/careers/benefits-compensation/ We are an EEO/AA employer. Minority/Female/Individuals with Disabilities/Protected Veterans. If you are not reviewing this job posting on our Careers’ site csa.canon.com/careers, we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at csa.canon.com/careers. #CSA

Posting Tags

#LI-KG1 #PM20

Schaumburg, Illinois

Canon 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. To view the "EEO is the Law" poster, click here, and to view the supplement, click here. To read our Pay Transparency Statement, click here.


Canon 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 contact our Talent Acquisition Department at CanonCareers@cusa.canon.com, which will route you to Canon’s Talent Acquisition Support Team.

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