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. Learn more at concentricusa.com.

Job Summary

The On-site Customer Service Representative is responsible for managing information, systems, and process flows surrounding customer and technician experience. This position primarily supports invoicing processes, as well as provides specialized assistance to our 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 and service management and technicians in achieving excellent customer service.

Key Job Responsibilities:

• Updating customer contracts
• Scheduling planned maintenance across customer assets
• Manage routine service requests, from receipt to billing.
• Open, update, and close work orders in a timely manner, according to service standards.
• Check "incomplete" calls and update status in internal work order notes. Notify managers of any situations that require follow-up.
• Review all previous day field visits for accuracy and to ensure work was completed as requested, with no outstanding issues or concerns.
• Communicate job progress or issues to Service Managers, Account Managers, and/or Parts Coordinator as needed.
• Work safely and follow all safety requirements.
• 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 a high degree of technician efficiency. Management observation regarding attitude, diligence, team contributions, and willingness & ability to learn new skills and information. Other key performance indicators as assigned.

• High School or GED Diploma required. Prefer an associate degree from an approved two-year college or university or very strong equivalent experience.
• Previous call center experience, highly preferred.
• Strong computer skills with Excel, Word, and data management capabilities. Previous ERP experience a plus.
• Strong communication, problem solving, and analytical skills.
• Ability to organize his/her own work and work independently, with limited supervision.
• Ability to work with individuals from diverse backgrounds and with diverse needs, and across remote offices.
• Ability to clearly articulate ideas (both written and verbal) to both internal and external customers and to listen effectively to customer needs.
• Ability to develop and maintain strong workplace relationships with an emphasis on customer satisfaction.
• Ability to work collaboratively with other departments toward the greater good of the organization.
• Ability to adapt to a fast-changing environment.
• Ability to be successful in high throughput environment.
• Willingness to work occasional overtime.

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

Benefits:

At Concentric we believe that Our People are what make us great and help us deliver exceptional customer service! We offer industry leading 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.
• Employe 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 regularly required to sit or stand up to 8 hours; use hands to type, maneuver, handle, or feel; and talk or hear. The employee frequently is required to walk and reach with hands and arms. 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.

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 a office, or home office environment. The noise level in the office work environment is quiet to moderate.

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.

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