customer service Representative

This position is responsible for providing first-level support for the Compressed Natural Gas (CNG) product line and related systems across North America. This position represents the  company  to the customer and provides assistance via technical phone support and/or dispatching of company Technical Service Representatives or third- party field service representatives. This position is viewed as a customer-focused role which serves as an advocate for the customer. The position is responsible for monitoring CNG equipment remotely, using a variety of monitoring tools. This position ensures adequate and timely communication to all stakeholders, regarding remote CNG site issues.
Provides first level of technical phone support and troubleshooting for customers. Accurately and consistently documents customer phone activity in call center database. Contacts and dispatches third-party service providers, as needed. Follows up with customers to verify resolution of problems.

1. Ensures timely and accurate communication of site issues. Effectively communicates each issue and resolution plan. Follows through with routine updates to all stakeholders until each issue is resolved. Communicates status of current issues prior to shift change.
2. Monitors machinery and equipment remotely using a variety of monitoring tools such as cameras, touchscreens and/or other proprietary software. Communicates and documents any potential issues or concerns noted with each site.
3. Collects data in various forms. Communicates trends and recommended solutions to internal personnel and select customers. Informs internal and external stakeholders of problem areas.
4. Follows standard work and procedures for the effective use of call center monitoring tools and processes.
5. Produces call logs and site reports at various time intervals, depending upon internal and external needs.
6. Ensures spare parts and consumables are ordered proactively for preventive maintenance of remote sites. Communicates to all stakeholders regarding status of parts on order and parts shipped.
7. Facilitates and/or performs shipment of spare parts after normal business hours.
8. Displays proficiency with computer software programs used for data collection and acquisition.

A high school diploma and two years related experience, or equivalent experience or training. Must possess an extensive working knowledge of 24-hour call center processes and procedures, preferably with customer support of remote  equipment. Position requires proficiency in computer data entry applications including Microsoft Office. Also requires ability to utilize a variety of tools and software to capture data. Must be an excellent communicator and display a pleasant personality, with ability to work harmoniously with fellow employees, customers and vendors. Must be able to work under stressful conditions including interruptions, heavy information flow and changes in job task priority. Must be able to think creatively and innovatively.

Hours are 6:00 PM – 6AM, Friday, Saturday and Sunday.
Monday 6:00pm to 12:00am
 

PDS Tech, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

Founded in 1977, PDS Tech, Inc. is one of the nation’s premier specialty staffing firms with 31 offices nationwide. We offer a full range of benefits including:

• Health insurance
• Paid holidays
• Weekly payroll
• Immediate 401(k) eligibility
• Completion Bonuses
• Training
• Please note availability of benefits may vary by position

PDS specializes in Engineering and IT arenas including Aerospace, Defense, Electronics, Telecommunications, Automotive, and Energy just to name a few. Our reputation, track record, and years of continuous growth reflect the commitment to quality that our employees and clients experience first-hand. To find out more about PDS, please visit www.pdstech.com

$$$ PDS pays for referrals! $$$