Part Time/Remote - Customer Communication Dispatch II Coordinator

Join arenaflex, a global leader in digital imaging and innovation, as a Part Time/Remote Customer Communication Dispatch II Coordinator. This role offers a unique opportunity to make a meaningful impact in customer communication and dispatch support, while enjoying a dynamic and collaborative work environment. As a key member of our team, you will be responsible for handling inbound customer calls, dispatching calls, and providing proactive communication with field personnel and peers across multiple channels.

Your Impact

As a Customer Communication Dispatch II Coordinator, you will play a vital role in ensuring that customer requests are answered in a timely and efficient manner. Your responsibilities will include:

• Answering a high volume of customer phone calls daily, maintaining a minimum monthly average of calls per day in accordance with Department Goals.
• Completing incoming calls within average minimum published targets, with unavailable time not exceeding current published targets.
• Successfully handling more difficult call types associated with high-value accounts, demonstrating proficiency in handling calls associated with National Accounts.
• Attaining 98% accuracy by verification of all customer information consistent with Dispatch Standards.
• Entering all Billable calls in accordance with applicable procedures outlined in Dispatch Standards for business units.
• Verifying and updating customer email addresses consistent with published targets.
• Following procedures as outlined in Dispatch Standards for Territory Unserviceable and Third Party Requests.

Performs Dispatcher Duties As Needed

As a Customer Communication Dispatch II Coordinator, you will also be responsible for performing dispatcher duties as needed, including:

• Providing customers with updates on arrival times as needed.
• Monitoring customer service requests and field dispatch statuses.
• Communicating with Service managers, technicians, and customers.
• Assisting field managers with administrative functions.
• Triage, research, and forwarding emails as needed.
• Monitoring response times for all branches.
• Monitoring all X branch boxes and scheduling them accordingly.
• Monitoring calls in jeopardy of missing SLA and reaching out to the on-call manager.
• Monitoring tech's non-scheduled box a minimum of 2 times per shift.
• Watching for call types 1, 3, and X call types.
• Reviewing and checking OFS notes to verify if immediate service is needed.
• Communicating with the next shift on any open items.
• Updating meters in accordance with current department policies.
• Acting as a backup for special projects from management/admin team.
• Continuously monitoring the current Dispatch system to ensure every tech is assigned/dispatched to a call throughout the day.
• Seeking input from the manager as needed.
• Reaching 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

To be successful in this role, you will need to possess the following skills and expertise:

• High School 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.

Company Overview

arenaflex is a global leader in digital imaging and innovation, 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, with a strong sense of pride in what we do individually and together as a team.

What We Offer

As a Customer Communication Dispatch II Coordinator at arenaflex, you will enjoy a competitive compensation package, including:

• Competitive hourly rate: $17.57 - 26.31/hr.
• 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.

Workstyle Description

This position is considered virtual, with the office open 5 days a week. You will not be required to report to the office unless there is a specific business need. Note that work schedules and office reporting requirements may change from time to time based on business needs.

Posting Tags

#PM20 If you are a motivated and customer-focused individual with excellent communication and dispatch skills, we encourage you to apply for this exciting opportunity to join our team as a Part Time/Remote Customer Communication Dispatch II Coordinator at arenaflex. Apply for this job