Customer Service Representative - Dispatch

Description

Concentric, LLC is the nation’s largest independent industrial power provider, delivering forklift power, critical infrastructure, mechanical/HVAC, and dedicated material handling and automation maintenance solutions. Through a nationwide network of technicians, engineers, and support teams, Concentric understands and prioritizes the unique needs of each customer to maximize uptime, improve operational efficiency, and maintain infrastructure. We provide reliable, scalable solutions that support data centers, telecommunications providers, utilities, manufacturing, distribution, commercial facilities, and other mission-critical environments across America.

The Customer Service Representative is responsible for managing information, systems, and process flows surrounding customer and Technician experiences. This position provides specialized assistance to 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, service management, and Technicians in achieving excellent customer service.

They will also act as a liaison between Engineering, Customer Care managers, Accounting, and customers to ensure all orders, sales, and work meet Concentric’s standards. This position reports to the Service Manager, Director of Operations, Lead Customer Service Representative, or any other individual as assigned by management. This position has no direct reports.

• Reliable attendance and punctuality.
• Communicate job progress or issues to Service Managers, Account Managers, and/or Parts Coordinator as needed.
• Dispatch Technicians efficiently to meet planned maintenance schedules.
• Answer incoming calls with a positive attitude and professional demeanor.
• Resolve customer issues or concerns in a timely and professional manner.
• Track and manage customer assets and update customer contracts as needed.
• Schedule planned maintenance across customer assets.
• Manage routine service requests, from receipt to billing.
• Work safely, follow all safety requirements, and complete safety training as required.
• Work independently or with a team in a professional manner.
• Other duties as assigned by supervisor.

• 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.

• High School or GED Diploma required. Prefer an associate degree from an approved two-year college or university or equivalent experience.
• Must be able to pass a background check and drug screen.
• Proficient computer skills with Excel, Word, and data management capabilities.
• Previous Enterprise Resource Planning (ERP) system experience a plus.
• Strong communication, problem solving, and analytical skills.
• Ability to organize work and work independently, with limited supervision.
• Ability to work collaboratively with individuals from diverse backgrounds across locations and departments.
• Ability to clearly articulate ideas (both written and verbal) to both internal and external customers and to listen effectively to customer needs.
• Ability to adapt to a fast-changing environment.
• Willingness to work occasional overtime.
• Travel up to 5% of the time, some overnight travel required.

* This job description is subject to change at any time.

Benef…