Customer Service Representative - Dispatch

Concentric, LLC is the nation’s largest independent industrial power provider, delivering forklift power, critical infrastructure, mechanical/HVAC, and dedicated material handling and automation maintenance solutions. Through a nationwide network of technicians, engineers, and support teams, Concentric understands and prioritizes the unique needs of each customer to maximize uptime, improve operational efficiency, and maintain infrastructure. We provide reliable, scalable solutions that support data centers, telecommunications providers, utilities, manufacturing, distribution, commercial facilities, and other mission-critical environments across America.

Job Summary

The Customer Service Representative is responsible for managing information, systems, and process flows surrounding customer and Technician experiences. This position provides specialized assistance to 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, service management, and Technicians in achieving excellent customer service. They will also act as a liaison between Engineering, Customer Care managers, Accounting, and customers to ensure all orders, sales, and work meet Concentric’s standards. This position reports to the Service Manager, Director of Operations, Lead Customer Service Representative, or any other individual as assigned by management. This position has no direct reports.

Key Job 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 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.