Customer Communications Coordinator Dispatch II PT

Canon USA & Affiliates

Itasca (IL)

Hybrid

USD 23,000 - 36,000

Part time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Benefits offered by this job

Employee referral bonus

Employee discounts

Dress for Your Day attire program

Volunteer opportunities

Canon welcome kit

Job summary

Canon U.S.A., Inc. is seeking a part-time Dispatch/Call Taker to handle inbound customer calls and national dispatch support. The role requires monitoring dispatch systems, coordinating with field personnel, and providing proactive updates across multiple channels.

Overnight and weekend coverage are included, with a hybrid in-office/remote schedule. The position offers an hourly salary range of 17.57 to 26.31 USD, with benefits and opportunities typical for Canon U.S.A., Inc. employees.

Qualifications

HS Diploma or 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.
Responsible for covering the overnight shift, including weekend coverage.

Responsibilities

Answer a high volume of customer phone calls daily and meet targets for call handling times.
Handle high value accounts with accuracy and proper verification of customer information.
Monitor dispatch system and communicate with field personnel to meet response times.

Skills

Prior Dispatch or Call Taker

PC Literacy

Data Entry

Email Box Management

Customer Support

Phone Skills

Customer Expectation Management

Multi-Tasking

Team Collaboration

Overnight & Weekend Coverage

Education

HS Diploma or GED

Job description

About the Role

Responsible for covering both Inbound Customer Calls and National Dispatch Support. When handling inbound calls, responsible for ensuring that all servce calls are answered in a quick, timely manner, resolving the customer's request and providing a positive customer experience. When dispatching calls, responsible for monitoring the dispatch system to ensure the fastest response to a customer request, communicationg with field personnel to make certain the response time is met. Proactive communication with field and peers across multiple channels including email, chat, and phone is required. Must be able to multi-task, show initiative, and support team members.

Your Impact

Answers a high volume of customer phone calls daily: Maintains minimum monthly average of calls per day in accordance with Department Goals. Completes incoming calls within average minimum published targets. Unavailable time not to exceed current published targets.
Ability to successfully handle more difficult call types associated with high value accounts: Demonstrates proficiency in handling calls associated with a National Accounts. Attains 98% accuracy by verification of all customer information consistent with Dispatch Standards. All Billable calls are entered in accordance with applicable procedures outlined in Dispatch Standards for business units. Verification and updates of customer email addresses are consistent with published targets. Procedures as outlined in Dispatch Standards are followed for Territory Unserviceable and Third Party Requests.
Administrative Duties are addressed in a timely manner: Time cards are completed accurately by due dates. Time off requests and forms are submitted in a timely manner as outlined by department rules. Reports to work on time daily.

Performs Dispatcher duties as needed:

Provides customers updates on arrival times as needed. Monitors customer service requests and field dispatch statuses. Communicates with Service mgrs., 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.
Monitors all X branch boxes and scheduling them accordingly.
Monitors calls in jeopardy of missing SLA and reaching 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 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 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

HS 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.

We are providing the anticipated hourly salary range for this role: $17.57-26.31 hourly.

Company Overview

About our Company -Canon U.S.A., Inc., is 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, its parent company, Canon Inc., as of 2024 has ranked in the top-10 for U.S. patents granted for 41 consecutive years. Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility. To learn more about Canon, visit us at www.usa.canon.com and connect with us on LinkedIn at https://www.linkedin.com/company/canonusa .

Who We Are

Where Talent Fosters Innovation.

Do you want your next professional experience to be filled with purpose and opportunity, world‑class team members, and impactful work? Driven by our mission of exceeding customer expectations with our technologies and enriching the lives of our local communities and staff, we are a phenomenal team working collaboratively toward common goals. Our employees have a strong work ethic, creativity, and a cooperative spirit. We believe in integrity, respect, empowerment, and making a difference in the communities we serve. There is a strong sense of pride in what we do individually and together as a team. 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.

And Even More Perks!

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

Based on weekly patent counts issued by United States Patent and Trademark Office.

All referenced product names, and other marks, are trademarks of their respective owners.

Canon U.S.A., Inc. 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/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.

You must be legally authorized to work in the United States. The Company will not pursue or support visa sponsorship. All applicants must reside in the United States at the time of hire.

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.

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.

#CUSA

Workstyle Description

Hybrid - This position is part time and offers a hybrid work schedule requiring you to be in the office three 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).

Posting Tags

#PM-19 #LI-RH2

Location

US-IL-Itasca

Company

Canon U.S.A., Inc.

Requisition ID

34853