Customer Service Representative

Job Summary

Concentric is a national industrial power services organization providing forklift and critical power solutions to ensure uninterrupted facility power. Key responsibilities include reliable attendance, efficient technician dispatch, customer communication, issue resolution, asset tracking, and scheduling.

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 reflecting team performance in safety, efficiency, work order completion, customer satisfaction, and issue resolution.
• Demonstrates complex scheduling ability, resulting in high 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.

Qualifications

• A High School or GED Diploma required. An Associate Degree from an approved two-year college or university is preferred.
• Must pass a background check and drug screen.
• Proficient computer skills with Excel, Word, and data management capabilities.
• Previous Enterprise Resource Planning (ERP) system experience is 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 starts 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 starts 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.

Physical Demands

• Occasionally wear approved Personal Protective Equipment (PPE), carry tools; use hands to maneuver, handle, or feel; and talk or hear.
• Occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision and ability to adjust focus.

Work Environment

• The work is performed in various locations, occasionally including customer sites, Concentric facilities, and often includes co-workers working side-by-side.