Customer Service Representative

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 experience. This position 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 :

• Tracking and managing customer assets
• Updating customer contracts
• Scheduling planned maintenance across customer assets
• Dispatching technicians efficiently to meet planned maintenance schedules
• 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 :

Requirements

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 :

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.

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.

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.