Customer Care Dispatcher

Job Description

Job Description

Customer Care Dispatcher
Metro Detroit, MI | Full Time, Hybrid

Imagine working in a place where your manager truly believes in your personal and professional development. We have an award-winning company culture like none you've ever experienced, with fantastic opportunities for professional development, financial stability, and personal fulfillment.

We invest in your success. Each year you will complete a goals-planning worksheet outlining your personal, professional, and health goals. Our Leadership Team is excited to help you reach your ambitions.

We strive for life balance, not work-life balance. We genuinely want you to be happy.
We love to recognize our team. Every single one of our team members receives a surprise paid day off each year, because we believe in rewarding great work in unexpected ways.
No secrets here! We practice open book management, so you will always understand our financials. You'll learn how to read an income statement and balance sheet like a pro, and you'll be financially rewarded through our profit bonus program.

We hire awesome people who strive to deliver extraordinary service. We're looking for an experienced Customer Care Dispatcher to join our growing team. We'd love to talk to you!

Who We Are
We provide Managed Print Services and Document Lifecycle Solutions to companies throughout the United States, helping them decrease and control costs, improve productivity, and simplify their printing and document workflow environments. Every day we bring energy, passion, and an unending drive to deliver an extraordinary customer experience.

What Will Your Responsibilities Be?
As the Customer Care Dispatcher, you are responsible for coordinating service efforts through our national partners while managing phone calls and emails. You will serve as the middle point of communication between customers and on-site technicians. You will manage roughly 50 to 100 emails and 20 or more phone calls per day, coordinating 15 to 25 active service tickets at any given time.

• Dispatch national service requests, preventing and/or managing escalations
• Initiate communication with customers to install printer monitoring software
• Handle multi-point customer interactions per call with the confidence to offer multiple solutions, provide resources, or connect them with the next point of contact
• Handle customer inquiries and escalations with a sense of urgency
• Process equipment and toner orders
• Customer Business Review preparation
• Proactively analyze and improve existing processes
• Complete special projects as assigned
• Develop and strengthen relationships with our partners
• Provide back-up support for Customer Care team members

What Do You Need to Have?

• 5+ years in a customer-facing support or dispatch coordinator role (required, no exceptions)
• Demonstrated ability to manage high inbound volume (50+ emails and 20+ calls daily)
• Strong attention to detail, with concrete examples
• Thrives in a fast-paced environment and can multitask across competing priorities
• Learns quickly and can demonstrate new competencies efficiently
• Highly organized with demonstrated follow-through
• Strong interpersonal, analytical, critical thinking, and problem-solving skills
• Proficient with Microsoft Suite and SharePoint document repositories
• Positive attitude and adapts well to change
• Self-motivated and works well with a team
• Authentically lives our core values
• Bachelor's Degree (preferred)
• Enjoys what they do!

Perks of This Position

• Amazing workplace culture
• Competitive salary
• Medical, prescription drug, dental, and vision benefits
• Health savings account benefits
• Flexible spending account benefits
• Company paid life insurance
• 401k matching program
• Paid time off program
• Additional days off: Community Service Day, Your Birthday, and a Surprise Day Off

 

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