Customer Service Representative

16 hours ago

Carrollton, Texas, United States Concentric Full time
Job Summary:

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 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:

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 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.

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 to include:

Competitive pay - Plus incentive opportunities and overtime potential for our hourly employees
Full benefits package that starts day one - Includes medical, dental, vision, company-paid life insurance and disability coverage.
401K with match
8 paid holidays
Full-time Employees receive 128 Hours of PTO Annually
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.

Requirements:

High School or GED Diploma required. Prefer an Associate Degree from an approved two-year college or university or very strong equivalent experience.

Must be able to pass a background check

Must be able to pass a drug test, our technicians are subject to random drug

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.

At Concentric, we consider 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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