Customer Communications Administrator III

About the Role

Supports Field Service Managers with administrative functions. Ensures balanced workloads between technicians and delivers excellent customer response times by handling multiple data points, researching issues, and making quick decisions in the best interests of the company. Effectively handles sensitive and/or specialized responsibilities. Ensures Oracle Install Base accuracy, handles requests via live call, Email, and fax along with high value customers.

• 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.
• Responsible for the successful completion of complex transactions associated with high value customers.
• Coaches peers to improve response times and deliver exceptional customer experiences.
• Provides back-up phone support as needed.
• Responsible for working complex Oracle reports.
• Schedules installs and de-installs.

HS Diploma, GED, or equivalent experience required, plus 4 to 6 years of related experience.

• Bachelor’s degree preferred. Business Administration or related field preferred.
• Experience in related field required. Prior call center or dispatch knowledge preferred.
• Strong verbal and written communication skills.
• Proficient in MS Office, strong attention to detail, organized and able to multitask.
• May provide guidance to less experience employees.
• May occasionally work a different shift due to business needs.

In accordance with applicable law, we are providing the anticipated base salary for this role: $21.20 – $31.74 hourly.

Canon U.S.A., Inc. is a leading provider of consumer, business-to-business, and industrial digital imaging solutions. With a global presence and a focus on social and environmental responsibility, Canon U.S.A. is dedicated to its Kyosei philosophy. To learn more, review our careers information and company overview.

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. Scheduling and in-office requirements may change based on business needs.

PM-19

US-IL-Itasca

Canon U.S.A., Inc.

Requisition  
• Category:
Customer Service/Support
• Position Type:
Full-Time
• Workstyle:
Hybrid

Canon is proud to be an equal opportunity/affirmative action employer. We value the diversity of our workforce and provide equal consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We also provide reasonable accommodations to applicants with disabilities. If you require an accommodation, please contact us according to the accommodations process.