Receptionist

Date: Nov 20, 2022

Location: Bethlehem, PA, US

Company: Dover Corporation

Innovative Control Systems® (ICS) 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. The receptionist position is a great opportunity for someone to showcase their professionalism on the phone while being the first point of contact for ICS customers.

 

The Receptionist 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.

 

ESSENTIAL DUITES & RESPONSE:

  • 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.
  • 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 Team Lead.
  • 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.
  • Compiles on call schedule and notifies answering service with schedule and any changes.
  • Performs various department reporting or data mining.
  • Handles internal mail distribution.
  • Maintains department part inventory and performs audits.
  • All miscellaneous administrative duties delegated by Customer Liaison and Support Management.

 

COMPETENCIES:

  • 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 handle call center volume.
     

QUALIFICATIONS:  

Education - High School Diploma. Specific customer service training a plus

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, basic computer skills, ability to multi-task with attention to detail;  aptitude and interest in learning technical information.

 

WORK ENVIROMENT:

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 noise level in the traditional indoor office work environment is usually moderate.  There is no or very limited exposure to physical risk.  This position may occasionally require travel including an overnight stay as may be necessary to meet customer needs.  Normal risks associated with travel and/or installation of Company’s system may be expected.

 

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 regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

 

 

Innovative Controls Systems (ICS) is part of OPW VWS, 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. For over 125 years, OPW has led the way in designing and manufacturing world-class retail fueling, fluid handling and car wash system solutions for the safe and efficient handling and distribution of fuels and critical fluids. OPW makes above ground and below ground products for both conventional, vapour recovery and clean energy applications in the retail and commercial markets. Additionally, OPW supplies loading arms, valves and dry-break couplings, tank truck equipment, rail car valves and equipment, and car wash systems. OPW has manufacturing operations in North America, Europe, Latin America and Asia Pacific, with sales offices around the world. OPW is part of the Dover Corporation, which is publicly traded on the New York Stock Exchange under 'DOV'. To learn more about OPW’s 125 years of providing industry-leading solutions, visit our website at www.opwglobal.com.

 

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV." Additional information is available at dovercorporation.com.

 

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

This position may be located in: Americas : United States : Pennsylvania : Bethlehem

Sub Division : VWS - North America

Job Requisition ID : 46587


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