Customer Service Representative - Dispatch

About the role

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®, improve 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.

This position reports to the Service Manager, Director of Operations, Lead Customer Service Representative, or any other individual as assigned by management and has no direct reports.

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 scorecard reflecting team performance in areas such as safety, efficiency, work order completion, customer satisfaction, and issue resolution.
• Demonstrates complex scheduling ability, resulting in a 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.

This job description is subject to change at any time.

Benefits

• Competitive pay – Plus incentive opportunities and overtime potential for 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.
• Employee-paid accident, critical illness, and hospital indemnity insurance.
• Employee-paid legal plans, identity protection, pet insurance, and home & auto discounts.
• Training and mentoring – Learn from industry experts.
• Advancement opportunities.

The benefits listed are subject to change at any time. In 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.

• Occasionally required to wear approved Personal Protective Equipment (PPE), carry tools, use hands to maneuver, handle, or feel, and talk or hear.
• Occasionally required to walk and reach with hands and arms.
• Occasionally required to stand and stoop, kneel, crouch, or crawl.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required 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 and Concentric facilities, often with co-workers working side-by-side.