Customer Service Representative - Remote

Customer Service Representative

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.

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.

Key Job Responsibilities:

• 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.

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 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.

Benefits:

• Competitive pay Plus incentive opportunities and overtime potential for our hourly employees!
• Three medical plan options with employer premium contribution that start on day one.
• Employee paid dental and vision insurance that starts on day one.
• Health Savings Account (HSA) with company contribution on eligible High-Deductible Health Plans (HDHP).
• Medical and dependent care Flexible Spending Accounts (FSA) available.
• Company-paid life and AD&D insurance, short-term and long-term disability coverage that start on day one.
• Company 401K plan with 100% match on the first 4% of employee contributions.
• 8 paid holidays.
• Full-time Employees receive a total of 128 Hours of Paid Time Off (PTO) Annually.
• We offer employee paid accident, critical illness, and hospital indemnity insurance.
• We offer employee paid legal plans, identity protection, pet insurance, and home & auto discounts.
• 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.

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.