Receptionist, Customer Service​/HelpDesk

Since 1892, OPW customers have been able to count on us to revolutionize fluid‑handling operations around the world. As a global leader in fluid‑handling solutions, the mission of OPW is to be a developer of a comprehensive array of innovative fluid‑handling solutions that our customers can consistently and reliably count on. These include loading and unloading systems for high‑value hazardous and non‑hazardous bulk products;

railcar and transport tank‑truck valves, gauging devices and tank‑monitoring systems; automated storage‑terminal controls and systems; and regulators, fittings, valves, vaporizers, vacuum‑jacketed piping and gas‑handling systems for the safe handling and distribution of cryogenics and industrial gases. OPW also creates and manufactures touch‑free and soft‑touch vehicle wash systems, entry systems and wash chemicals. OPW has more than 2,000 employees with manufacturing operations in North America, Europe and China, and sales offices around the world.

OPW is part of the Clean Energy & Fueling segment of Dover (NYSE: DOV).

Innovative Control Systems (ICS) a part of OPW VWS, is the global leader in the manufacturing, installation, and support of car wash technology and equipment. We offer competitive pay, onsite cafeteria & gym, excellent benefits (401K matching, paid holidays, paid time off, paid parental leave, company‑provided short‑term and long‑term disability insurances) as well as a path to personal growth and advancement.

This position is to ensure all in‑coming telephone communications from Customers, Distributors and Sales Representatives are handled in a timely, professional, businesslike manner. The goal is to provide superior customer experience by directing the call to appropriate departments.

• The highest priority of this position is to address incoming calls. Punctuality to answer calls and using the proper greeting is paramount (refer to ICS Customer Service Department Script
  ).
• Determines if call is for Support/Sales/Administration/Production/Marketing/Other and addresses the call accordingly for the department that it is for.
• Monitors switchboard to insure calls on hold are handled in a timely manner, frequent checking on customers.
• For Support RFS calls, enters tickets into call ticket system which includes verifying and updating customer information, determining call priority using provided guidelines, and notifies Floor Manager of sites with a priority of down. Informs Floor Managers of tickets that have had repeated call backs and escalating customers.
• Communicates with technicians in regards to customer call backs and any relevant information.
• Routes escalated tickets, follow ups and ongoing unresolved issues to Customer Liaison and Tier 3 Manager.
• Practices great customer relations and ensures all customer issues are escalated as needed.
• Maintains asset management of all customer information, configuration and pertinent data.
• Processes administrative documents including expense reports and install packets. Forwards documents to appropriate departments.
• Performs various department reporting or data mining.
• Handles internal mail distribution, filing, document scanning, proper document destruction.
• Maintains department part inventory and performs audits.
• Handles sign out of company property (phones, laptops, cars).
• All miscellaneous administrative duties delegated by Supervisor(s).

• Customer Service - Ensure customer satisfaction by addressing aggravated or displeased customers in various situations; responding promptly to customer needs by directing their request or complaint to the appropriate service department or staff; soliciting customer feedback to improve service; meeting commitments.
• Oral/Written Communication - Speaks and writes clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions and requests.
• Diversity/Ethics - Treats all people with respect, follows chain of command outlined by management.
• Motivation - Demonstrates persistence and overcomes obstacles.
• Dependability - Follows directions, responds to management direction; takes responsibility for own…