Client Service Representative

Concentric is the first national industrial power services organization delivering forklift and critical power and maintenance solutions that ensure uninterrupted, sustainable facility power. The company’s signature solutions, GuaranteedPOWER® and PerpetualPOWER® are industry firsts, improving reliability, sustainability, and safety to solve the power problem for facility leaders. Concentric helps data centers, distributors, manufacturers, utilities, communications infrastructure and more develop resilience in their power systems while making the energy transition with less risk. With a national network of service professionals, Concentric provides engineering, installation and maintenance/management for power equipment including backup batteries, UPSs, generators, energy storage, micro grids, forklift power, onsite maintenance and more.

 Job Summary 

The Client Service Representative (CSR) is responsible for coordinating work assignments with our national subcontractor network and scheduling services for assigned customers in the HVAC or mechanical business. This critical role requires strong administrative and communication skills to ensure timely execution of day-to-day tasks that deliver outstanding client service while meeting margin and revenue goals. The CSR must thrive in a fast-paced environment, demonstrate a solution-oriented mindset, and be flexible to work extended hours or overtime as needed. This position reports to the Vice-President, Mechanical, or any other individual as assigned by management. This position has no direct reports.

Essential Job Responsibilities:

• Reliable attendance and punctuality.
• Manage incoming calls and service inbox (email) with a positive attitude and professional demeanor.
• Input work orders as required for service requested.
• Communicate job progress or issues to Operations Manager, as needed.
• Maintain dispatch board by updating status, schedule dates and tech assignments as needed.
• Distribute work to sub-contractors and follow all scheduling and dispatch procedures to maximize efficiency.
• Ensure work is completed in a timely fashion.
• Create quote leads.
• Dispatch Technicians efficiently to meet planned maintenance schedules.
• Resolve customer issues or concerns in a timely and professional manner.
• Provide feedback to Operations Manager on sub-contractor’s performance and compliance to customer expectations. 
• Provide feedback on continuous process improvement for efficiency and margin enhancement.
• Fluent knowledge of all customer nuances (use on-line resources daily) .
• Update customer auxiliary web systems to give clients total visibility of the progress of work status.
• Update open work order reports to give the most current, real-time update to the customer.
• 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 a high degree of technician or sub-contractor efficiency.
• Management observation regarding attitude, diligence, team contributions, and willingness & ability to learn new skills and information.
• Other key performance measurements as determined by the direct supervisor.

• High School or GED Diploma required.
• Prefer an associate degree from an approved two-year college or university or equivalent experience.
• Must be able to pass a background check and drug screen.
• Proficient computer skills with Excel, Word, Outlook and data management capabilities. Previous Enterprise Resource Planning (ERP) system experience a plus.
• Strong communication, problem solving, and analytical skills.
• Ability to organize work, manage multiple priorities, and work independently, with limited supervision.
• Strong analytical, quantitative, and problem-solving skills.
• Ability to work collaboratively with individuals from diverse backgrounds across locations and departments.
• Capable of clearly articulating ideas (both written and verbal) to both 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, some overnight travel required. 

*This job description is subject to change at any time.

Benefits:

At Concentric we believe that Our People are what make us great and help us deliver exceptional customer service! We offer industry leading benefits:

• Competitive pay – Plus incentive opportunities and overtime potential for our hourly employees!
• Three medical plan options with employer premium contribution that start on day one.
• Employee paid dental and vision insurance that starts 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) available.
• Company-paid life and AD&D insurance, short-term and long-term disability coverage that start on day one.
• Company 401K plan with 100% match on the first 4% of employee contributions.
• 8 paid holidays.
• Full-time Employees receive a total of 128 Hours of Paid Time Off (PTO) Annually.
• We offer employee paid accident, critical illness, and hospital indemnity insurance.
• We offer employee paid legal plans, identity protection, pet insurance, and home & auto discounts.
• Training and mentoring – Learn from our experts in the industry.
• Advancement opportunities.

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.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to wear approved Personal Protective Equipment (PPE), carry tools, use hands to maneuver, handle, or feel, and talk or hear. The employee is occasionally required to walk and reach with hands and arms. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. Employees must maintain a high level of self-awareness about their surroundings due to conditions existing in the work environment. This position requires the ability to stare at a computer screen for up to 8 hours a day.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work is performed in an office, or home office environment. The noise level in the office work environment is quiet to moderate.

The Concentric Company is an equal opportunity employer and does not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), gender identity or expression, parental status, national origin, age, disability, genetic information (including family medical history), veteran or military service, or any other legally protected status.

#LI-hybrid

#LI-ED1

#ZTECH