Receptionist

Dover Corporation•Bethlehem, PA

13d•Onsite

About The Position

Since 1892, OPW customers have been able to count on us to revolutionize fluid-handling operations around the world. As a global leader in fluid-handling solutions, the mission of OPW is to be a developer of a comprehensive array of innovative fluid-handling solutions that our customers can consistently and reliably count on. These include loading and unloading systems for high-value hazardous and non-hazardous bulk products; railcar and transport tank-truck valves, gauging devices and tank-monitoring systems; automated storage-terminal controls and systems; and regulators, fittings, valves, vaporizers, vacuum-jacketed piping and gas-handling systems for the safe handling and distribution of cryogenics and industrial gases. OPW also creates and manufactures touch-free and soft-touch vehicle wash systems, entry systems and wash chemicals. OPW has more than 2,000 employees with manufacturing operations in North America, Europe and China, and sales offices around the world. OPW is part of the Clean Energy & Fueling segment of Dover (NYSE: DOV). Innovative Control Systems® (ICS) a part of OPW VWS, is the global leader in the manufacturing, installation, and support of car wash technology and equipment. ICS has grown steadily and is well positioned within the rapidly expanding car wash industry. We offer competitive pay, onsite cafeteria & gym, excellent benefits (401K matching, paid holidays, paid time off, paid parental leave, company-provided short-term and long-term disability insurances) as well as a path to personal growth and advancement. SUMMARY: 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

Education - High School Diploma.
Experience - 6 months or more of related customer service experience in a high volume, fast –passed environment; answering multiple phone lines and dispatching calls
Other - 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.
Customer Service - Ensure customer satisfaction by addressing aggravated or displeased customers in various situations; responding promptly to customer needs by directing their request or complaint to the appropriate service department or staff; soliciting customer feedback to improve service; meeting commitments.
Oral/Written Communication – Speaks and writes clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions and requests.
Diversity/Ethics – Treats all people with respect, follows chain of command outlined by management.
Motivation – Demonstrates persistance and overcomes obstacles
Dependability - Follows directions, responds to management direction; takes responsibility for own actions; completes tasks on time or notifies appropriate person with an alternate plan.
Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; proprietary Innovative Control Systems information is kept confidential.
Teamwork - Exhibits objectivity and openness to others’ views; contributes to building a positive team spirit.
Attendance/Punctuality/Overtime - Consistently at work and on time; ensures management is informed when absent or tardy, completes scheduled shifts. Works overtime when requested to cover coworkers.

Nice To Haves

Specific customer service training a plus

Responsibilities

The highest priority of this position is to address incoming calls.
Punctuality to answer calls and using the proper greeting is paramount (refer to ICS Customer Service Department Script ).
Determines if call is for Support/Sales/Administration/Production/Marketing/Other and addresses the call accordingly for the department that it is for.
Monitors switchboard to insure calls on hold are handled in a timely manner, frequent checking on customers
For Support RFS calls, enters 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.
Informs Floor Managers of tickets that have had repeated call backs and escalating customers.
Communicates with technicians in regards to customer call backs and any relevant information
Routes escalated tickets, follow ups and ongoing unresolved issues to Customer Liaison and Tier 3 Manager.
Practices great customer relations and ensures all customer issues are escalated as needed.
Maintains asset management of all customer information, configuration and pertinent data.
Processes administrative documents including expense reports and install packets.
Forwards documents to appropriate departments.
Performs various department reporting or data mining.
Handles internal mail distribution, filing, document scanning, proper document destruction
Maintains department part inventory and performs audits.
Handles sign out of company property (phones, laptops, cars)
All miscellaneous administrative duties delegated by Supervisor(s).

Benefits

401K matching
paid holidays
paid time off
paid parental leave
company-provided short-term and long-term disability insurances
medical, dental and vision insurance
wellness programs
health savings account
health care and dependent care flexible spending accounts
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