Hybrid Dispatch Coordinator II — Elevate Customer Experience

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

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.