Job Details
The Concentric Company is a leading provider of DC power and equipment maintenance solutions to warehouse and manufacturing customers. Our custom, engineered power systems and maintenance solutions minimize costly downtime through forklift power solutions, mission critical backup power and on-site forklift and allied equipment maintenance. Our mission is to eliminate interruption in our customers operations and allow them to focus on running their business.
Job Summary
The Customer Service Representative is responsible for managing information, systems, and process flows surrounding customer and technician experience. This position provides specialized assistance to our customers by acting on a variety of requests including, but not limited to demo requests, pricing related projects, service requests and other related activities that will support sales associates and service management and technicians in achieving excellent customer service.
Key Job Responsibilities:
Tracking and managing customer assets
Updating customer contracts
Scheduling planned maintenance across customer assets
Dispatching technicians efficiently to meet planned maintenance schedules
Manage routine service requests, from receipt to billing.
Open, update, and close work orders in a timely manner, according to service standards.
Check "incomplete" calls and update status in internal work order notes. Notify managers of any situations that require follow-up.
Review all previous day field visits for accuracy and to ensure work was completed as requested, with no outstanding issues or concerns.
Communicate job progress or issues to Service Managers, Account Managers, and/or Parts Coordinator as needed.
Work safely and follow all safety requirements.
Work independently or with a team in a professional manner.
Other duties as assigned by supervisor.
Key Performance Measurements:
A score card that reflects team performance in areas such as safety, efficiency, work order completion, customer satisfaction, and issue resolution.
Demonstrates complex scheduling ability, resulting in high degree of technician efficiency.
Management observation regarding attitude, diligence, team contributions, and willingness & ability to learn new skills and information.
Other key metrics prescribed by Concentric Motive Power leadership, resulting in positive customer and Company impact.
Requirements
High School or GED Diploma required. Prefer an associate degree from an approved two-year college or university or very strong equivalent experience.
Must be able to pass a background check
Must be able to pass a drug test, our technicians are subject to random drug
Strong computer skills with Excel, Word, and data management capabilities. Previous ERP experience a plus.
Strong communication, problem solving, and analytical skills.
Ability to organize his/her own work and work independently, with limited supervision.
Ability to work with individuals from diverse backgrounds and with diverse needs, and across remote offices.
Ability to clearly articulate ideas (both written and verbal) to both internal and external customers and to listen effectively to customer needs.
Ability to develop and maintain strong workplace relationships with an emphasis on customer satisfaction.
Ability to work collaboratively with other departments toward the greater good of the organization.
Ability to adapt to a fast-changing environment.
Ability to be successful in high throughput environment.
Willingness to work occasional overtime.
*This job description is subject to change at any time.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to wear approved Personal Protective Equipment (PPE), carry tools; use hands to maneuver, handle, or feel; and talk or hear. The employee is occasionally required to walk and reach with hands and arms. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. Employees must maintain a high level of self-awareness about their surroundings due to conditions existing in the work environment.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work is performed in various locations, occasionally including customer sites, Concentric facilities, and often includes co-workers working side-by-side.
The Concentric Company considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other legally protected status.