Onsite Customer Service Representative

Description

Concentric is the first national industrial power services organization delivering forklift and critical power as well as maintenance solutions that ensure uninterrupted, sustainable facility power. The company’s signature solutions, Guaranteed POWER® and Perpetual POWER® are industry firsts, improving reliability, sustainability, and safety to solve the power problem for facility leaders. Concentric helps data centers, distributors, manufacturers, utilities, communications infrastructure and more develop resilience in their power systems while making the energy transition with less risk. With a national network of service professionals, Concentric provides engineering, installation and maintenance/management for power equipment including backup batteries, UPSs, generators, energy storage, micro grids, forklift power, onsite maintenance and more. Learn more at concentricusa.com.

Benefits

At Concentric we believe that Our People are what make us great and help us deliver exceptional customer service! We offer industry leading Benefits to include:

• Competitive pay – Plus incentive opportunities and overtime potential!
• Full benefits package that starts day one – Includes medical, dental, vision, company-paid life insurance and disability coverage.
• 401K with match
• 8 paid holidays
• Full-time Employees receive 128 Hours of PTO Annually
• Training and mentoring – Learn from our experts in the industry.
• Advancement opportunities.

The benefits listed are subject to change at any time. Please speak with an HR Representative for details. In the case of conflict between the information listed and the official plan documents, the plan documents will always govern.

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

Job Requirements:

• High School or GED Diploma required. Prefer an Associate Degree from an approved two-year college or university or very strong equivalent experience.
• 1-2 years of administrative experience in the automotive or trucking industry is desired but not required.
• Strong computer skills with Excel, Word, and data management capabilities.