Dispatch Coordinator II

Canon Solutions America; Minnesota; Hybrid; USD 24,204 - 36,244; Full time

Job summary

Canon Solutions America in Minnesota is seeking a Dispatch Specialist to monitor service requests and dispatch technicians promptly. You will communicate with Service Managers, Technicians and customers to ensure timely, high‑quality service.

This full‑time hybrid role requires a HS Diploma or GED with 2–4 years of related experience and an Associate's degree. Strong MS Office skills and excellent verbal and written communication are essential to handle escalations and multitask.

Qualifications

• High school diploma or GED required; 2–4 years of related experience.
• Associate's degree or equivalent required; some college preferred.
• Strong verbal and written communication skills.

Responsibilities

• Monitor service dispatch requests and dispatch technicians promptly.
• Answer routine customer inquiries via live call or email as needed.
• Provide follow-up on special customer needs in a timely manner.
• Handle escalated situations and work to resolution.
• Balance workloads to meet service level agreements.
• Communicate ETA updates to customers and stakeholders.

Skills

Verbal communication

Written communication

Multitasking

Problem solving

Education

HS Diploma or GED

Associate's degree

Tools

MS Office

Job description

About the Role

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

• 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.

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

Workstyle Description

Hybrid – This position is full time and offers a hybrid work schedule requiring you to be in the office three 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). Note that work schedules and office reporting requirements may change from time to time based on business needs.

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. 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.