Customer Service Representative - Dispatch

Concentric LLC•Everett, WA

9d•$24 - $28•Hybrid

About The Position

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. The Customer Service Representative manages information, systems, and process flows related to customer and Technician experiences. The role provides specialized assistance with requests such as demos, pricing projects, and service requests, supporting sales associates, service management, and Technicians in delivering excellent customer service. The representative also liaises among Engineering, Customer Care managers, Accounting, and customers to ensure orders, sales, and work meet company standards. The position reports to the Service Manager, Director of Operations, Lead Customer Service Representative, or another person assigned by management and has no direct reports.

Requirements

High school diploma or GED required.
Pass a background check and drug screen.
Proficient computer skills, including Excel, Word, and data management capabilities.
Strong communication, problem-solving, and analytical skills.
Ability to organize work and work independently with limited supervision.
Ability to collaborate with individuals from diverse backgrounds across locations and departments.
Ability to clearly communicate ideas in writing and verbally to internal and external customers, and to listen effectively to customer needs.
Ability to adapt to a fast-changing environment.
Willingness to work occasional overtime.
Travel up to 5% of the time, including some overnight travel.
Ability to meet the physical demands of the role, including occasionally lifting and/or moving up to 25 pounds and using approved personal protective equipment when required.

Nice To Haves

Associate degree from an approved two-year college or university, or equivalent experience.
Previous Enterprise Resource Planning (ERP) system experience.

Responsibilities

Maintain reliable attendance and punctuality.
Communicate job progress or issues to Service Managers, Account Managers, and/or the 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 through billing.
Work safely, follow safety requirements, and complete required safety training.
Work independently or collaboratively with a team in a professional manner.
Perform other duties as assigned by a supervisor.

Benefits

Competitive pay, incentive opportunities, and overtime potential for hourly employees.
Three medical plan options with employer premium contribution, starting on day one.
Employee-paid dental and vision insurance, starting 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).
Company-paid life and AD&D insurance, short-term disability coverage, and long-term disability coverage, starting on day one.
Company 401(k) plan with 100% match on the first 4% of employee contributions.
Eight paid holidays.
128 hours of paid time off (PTO) annually for full-time employees.
Employee-paid accident, critical illness, and hospital indemnity insurance.
Employee-paid legal plans, identity protection, pet insurance, and home and auto discounts.
Training and mentoring from industry experts.
Advancement opportunities.