Receptionist

Dover Corporation•Bethlehem, PA

9h•Onsite

About The Position

At Dover Fueling Solutions (DFS), we are taking fueling and convenience retail to the next level. We are passionate about cultivating excellence in everything we do, but what really fuels us is our people. They’re the heart of our company. As an employee, our promise to you is that you’ll work on new and innovative products and solutions, be mentored by managers and teammates who are collaborative, caring, and act with integrity, and have the opportunity to grow in ways that are meaningful to you. Unique and interesting projects – both locally and globally – will challenge you and allow you to pursue different and rewarding career paths. We are #EnergizedByGrowth. DFS is part of a legacy of leadership that spans back generations, made up of some of the most trusted, leading-edge brands in the industry. As part of Dover Corporation and with our talented, innovative, outstanding people, we are doing great things and redefining what is possible in fueling and convenience retail. Providing advanced fuel-dispensing equipment, including clean energy solutions, systems and payment, automatic tank gauging and wet stock-management solutions, DFS comprises the product brands of Wayne Fueling Systems, OPW Fuel Management Systems, ClearView, Tokheim, ProGauge, Fairbanks, LIQAL, AvaLAN, and Bulloch Technologies. Headquartered in Austin, TX, DFS has a significant technology development and manufacturing presence worldwide, including facilities in Brazil, China, India, Italy, Poland, the Netherlands, the United Kingdom and the United States. Innovative Controls Systems (ICS) is part of Vehicle Wash Solutions, a leader in the Vehicle Wash Manufacturing industry. ICS brings expertise and industry leadership in POS MGT Systems, Payment Terminals, Car Wash Controllers, Accessories, and other Car Wash Equipment. This position is to ensure all in-coming telephone communications from Customers, Distributors and Sales Representatives are handled in a timely, professional, businesslike manner. The goal is to provide superior customer experience by directing the call to appropriate departments.

Requirements

High School Diploma.
6 months or more of related customer service experience in a high volume, fast –paced environment; answering multiple phone lines and dispatching calls.
Knowledge of MS Office (Word, Excel, Outlook).
Basic computer skills.
Ability to multi-task with attention to detail.
Aptitude and interest in learning technical information.

Nice To Haves

Specific customer service training a plus.

Responsibilities

Address incoming calls.
Determine if call is for Support/Sales/Administration/Production/Marketing/Other and address the call accordingly for the department that it is for.
Monitor switchboard to ensure calls on hold are handled in a timely manner, frequent checking on customers.
For Support RFS calls, enter tickets into call ticket system which includes verifying and updating customer information, determining call priority using provided guidelines, and notifies Floor Manager of sites with a priority of down.
Inform Floor Managers of tickets that have had repeated call backs and escalating customers.
Communicate with technicians in regards to customer call backs and any relevant information.
Route escalated tickets, follow ups and ongoing unresolved issues to Customer Liaison and Tier 3 Manager.
Practice great customer relations and ensures all customer issues are escalated as needed.
Maintain asset management of all customer information, configuration and pertinent data.
Process administrative documents including expense reports and install packets.
Forward documents to appropriate departments.
Perform various department reporting or data mining.
Handle internal mail distribution, filing, document scanning, proper document destruction.
Maintain department part inventory and perform audits.
Handle sign out of company property (phones, laptops, cars).
Perform all miscellaneous administrative duties delegated by Supervisor(s).

Benefits

Health, dental, vision, disability & life insurance.
Paid time off
Paid holidays
On-site Cafeteria
Employee Fitness Center
401(k) savings plan with employer contributions
Wellness programs
Health savings account
Health care and dependent care flexible spending accounts
Company paid short-term disability and long-term disability
Company paid employee basic life and AD&D insurance
Supplemental employee and dependent life insurance
Optional accident, hospital indemnity and critical illness insurance
Adoption, surrogacy, and fertility benefits and assistance
Commuter benefits
Parental, military, jury duty, and bereavement leaves of absence
Business travel services
Employee discounts
Employee assistance program that includes company paid counseling sessions and legal services.