Onsite Customer Service Representative

Description

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

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.

• 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.

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.

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.
• Employee paid dental and vision insurance that…