Customer Service Representative - Lead

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Description

Concentric, an OnPoint Company is a leading provider of DC power and equipment maintenance solutions to warehouse and manufacturing customers. Our custom, engineered power systems and maintenance solutions minimize costly downtime through forklift power solutions, mission critical backup power and on-site forklift and allied equipment maintenance. Our mission is to eliminate interruption in our customers operations and allow them to focus on running their business. OnPoint Group has been awarded the 2020 Best Managed Companies by Deloitte and been named to the Inc. 5000 Fastest Growing Companies list for seven consecutive years! We believe in challenging the status quo and finding a better way to do business, which is how we have grown into the company we are today.

We Offer Industry Leading Benefits To Include

At Concentric we believe that Our People are what make us great and help us deliver exceptional customer service.

• Full benefits package that starts day one – Includes medical, dental, vision, 401K with match, company-paid life insurance and disability coverage.
• 8 paid holidays
• Advancement opportunities – 80% of current service managers started out as techs!
• Uniform and boot allowance
• Training and mentoring – Learn from our experts in the industry
• PTO - FT Employees receive 128 Hours of PTO Annually
• Competitive pay – Plus incentive opportunities and overtime potential!

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.

Job Summary

The Customer Service Manager Team Lead is responsible for establishing and maintaining a high quality of service for our customers. They do this by ensuring Customer Service Representative team members have the tools and training necessary to support the needs of the business and our customers.

Key Job Responsibilities

Works with Operations Leadership to define and communicate customer service standards and expectations.

Trains/Develops CSR team members on systems, transaction quality, efficiency, and customer service.

Builds and maintains strong relationships with Service Management and Sales Management.

Ensures expectations are clearly defined and communicated with CSR team members to ensure work standards are being met.

Ensures expectations are clearly defined and communicated with CSR team members to ensure work environments are well maintained and safe.

Regular travel to branches within assigned service area(s) to help coach team members and to assist with projects as needed.

Works to build an environment amongst team members that encourages individual and team growth.

Performs other duties as requested.

Key Performance Indicators

Comply with all company policies and procedures. Included, but not limited to the following:

Warranty, Safety, Environmental, OSHA, DOT and Hazmat.

Ensure transactions are opened, updated and invoiced in a timely manner in accordance with service standards.

Complete (or follow up as necessary) all Service Orders, Invoices, PM Worksheets, Time Cards, Expense Reports and any documents required in an accurate and timely manner.

Communicate job progress or issues to Operations Director as needed.

Requirements

High School or GED Diploma required.

Prefer an Associate Degree from an approved two-year college or university or very strong equivalent experience.

1 – 3 years of Customer Service or related experience.

Working knowledge of MS Outlook, MS Excel, MS Word and MS Dynamics SL.

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.

Must have attention to detail with an eye for accuracy.

Capable of identifying and completing critical tasks independently with a sense of urgency.

• This job description is subject to change at any time. The Concentric Company considers 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.