Dispatch Coordinator II

Canon USA; Itasca (IL); Hybrid; USD 24,204 - 36,244; Full time

Benefits offered by this job

Medical benefits

401(k) plan

Profit sharing

Educational assistance

Recognition programs

Vacation

Referral bonus

Employee discounts

Casual attire

Volunteer opportunities

Canon swag

Job summary

Canon USA is seeking a dispatch-focused professional to monitor requests and quickly deploy technicians. You will interact with service managers, technicians, and customers, and can back‑up inbound calls as needed.

Role requires problem solving, strong communication, and multitasking in a hybrid, full‑time schedule. You will participate in testing, training, and process improvements to enhance the customer experience.

Qualifications

• HS diploma, GED, or equivalent experience plus 2–4 years of related experience.
• Associate’s degree or equivalent; some college preferred.
• Strong verbal and written communication skills.
• Proficient in MS Office; strong attention to detail; organized and multitask.
• Ability to problem solve and handle escalations.
• May occasionally work a different shift due to business needs.

Responsibilities

• Monitors service dispatch requests and dispatches technicians promptly.
• Communicates with Service Managers, Technicians, and customers as needed.
• Acts as back‑up inbound call taker when required.
• Responds to routine inquiries via live call or email.
• Provides follow‑through on special customer needs in a timely manner.
• Handles escalated situations and follows procedures.
• Balances workloads to meet service level agreements and updates arrivals.
• Coaches peers to improve response times and customer experience.
• Provides optimization feedback to leadership.
• Performs stress testing and user acceptance testing for system enhancements.

Skills

Communication

Problem solving

Multitasking

Escalation handling

Detail orientation

Shift adaptability

Education

HS diploma/GED or equivalent

Associate’s degree or equivalent

Some college preferred

Related experience preferred

Tools

MS Office

Job description

Responsibilities

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.

Key Impact Areas

• 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 times of arrival 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 testing as needed to fully vet new system enhancements.

Qualifications

• HS diploma, GED, or equivalent experience required, 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.

Compensation

Anticipated hourly rate: $17.57 - $26.31.

Benefits

• Medical, dental, vision.
• 401(k) Savings Plan.
• Discretionary profit sharing.
• Discretionary success sharing.
• Educational assistance.
• Recognition programs.
• Vacation.
• Competitive compensation package including many rewards.
• Employee referral bonus.
• Employee discounts.
• Dress for Your Day attire program (casual welcome).
• Volunteer opportunities to give back to local community.
• Swag (Canon welcome kit and official merch).

Work Schedule

Hybrid – full time with required office presence three days per week and option to work from home on remaining days (unless business needs change).

Employment & Equal Opportunity Statement

You must be legally authorized to work in the United States. The Company will not pursue or support visa sponsorship. 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.