Experienced Customer Service Representative – Delivering Exceptional Support and Solutions to Diverse Client Base at blithequark

Introduction to blithequark

blithequark is a pioneering national industrial power services organization that specializes in providing innovative solutions for forklift and critical power, as well as comprehensive maintenance services. Our signature solutions, Guaranteed POWER and Perpetual POWER, are industry-firsts designed to enhance reliability, sustainability, and safety, thereby solving the power problem for facility leaders. At blithequark, we empower data centers, distributors, manufacturers, utilities, communications infrastructure, and more to develop resilience in their power systems while navigating the energy transition with reduced risk. With a national network of skilled service professionals, we offer a wide range of services including engineering, installation, and maintenance/management for power equipment such as backup batteries, UPSs, generators, energy storage, microgrids, forklift power, and onsite maintenance.

Job Summary

The Customer Service Representative at blithequark plays a vital role in managing information, systems, and process flows surrounding customer and technician experiences. This position is responsible for providing specialized assistance to our customers by addressing a variety of requests, including demo requests, pricing-related projects, service requests, and other activities that support sales associates, service management, and technicians in delivering exceptional customer service.

Key Responsibilities

• Tracking and managing customer assets to ensure accurate and up-to-date information.
• Updating customer contracts to reflect changes or renewals.
• Scheduling planned maintenance across customer assets to prevent downtime and ensure efficiency.
• Dispatching technicians efficiently to meet planned maintenance schedules and customer needs.
• Managing routine service requests from receipt to billing, ensuring timely and satisfactory resolution.
• Opening, updating, and closing work orders in a timely manner, adhering to service standards.
• Reviewing and updating the status of "incomplete" calls and notifying managers of situations requiring follow-up.
• Reviewing previous day's field visits for accuracy and completeness, ensuring work was completed as requested with no outstanding issues.
• Communicating job progress or issues to Service Managers, Account Managers, and/or Parts Coordinator as necessary.
• Working safely and adhering to all safety requirements to maintain a secure work environment.
• Working independently or as part of a team in a professional manner, contributing to a collaborative and productive work environment.
• Performing other duties as assigned by the supervisor to support the team and organization.

Key Performance Measurements

Success in this role will be measured by a scorecard reflecting team performance in areas such as safety, efficiency, work order completion, customer satisfaction, and issue resolution. Additionally, the ability to demonstrate complex scheduling skills, resulting in high technician efficiency, and management observations regarding attitude, diligence, team contributions, and the willingness and ability to learn new skills and information, will be key performance indicators. Other metrics prescribed by blithequark leadership will also be used to evaluate the positive impact on customers and the company.

Requirements and Qualifications

To be considered for this role, candidates should possess a High School or GED Diploma, with a preference for an Associate Degree from an approved two-year college or university, or equivalent experience. The ability to pass a background check and drug test is mandatory. Strong computer skills, including proficiency in Excel, Word, and data management, with previous ERP experience being a plus, are essential. Excellent communication, problem-solving, and analytical skills, along with the ability to organize work independently and collaborate with diverse teams, are critical for success in this position.

Essential Skills and Competencies

• Strong computer skills with the ability to learn and adapt to new systems and software.
• Excellent communication and interpersonal skills to effectively interact with customers, technicians, and other stakeholders.
• Problem-solving and analytical skills to resolve issues efficiently and effectively.
• Ability to work in a fast-paced environment with multiple priorities and deadlines.
• Strong organizational skills to manage work orders, customer assets, and other critical information.
• Ability to work collaboratively with other departments and teams to achieve common goals.
• Adaptability and flexibility to adjust to changing situations and priorities.

Career Growth and Learning Opportunities

At blithequark, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have opportunities to learn from experienced professionals, develop new skills, and advance your career within the company. Our training and mentoring programs are designed to help you succeed in your role and prepare you for future challenges and opportunities.

Work Environment and Company Culture

blithequark offers a dynamic and supportive work environment that values diversity, inclusivity, and teamwork. Our company culture is built on a foundation of respect, integrity, and a commitment to excellence. We believe in fostering a positive and productive work environment that encourages collaboration, innovation, and growth. As an equal opportunity employer, we welcome applications from diverse candidates and are committed to creating a workplace that reflects the communities we serve.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package, including a full benefits package that starts on day one, featuring medical, dental, vision, company-paid life insurance, and disability coverage. Additional benefits include a 401K with match, 8 paid holidays, and 128 hours of PTO annually for full-time employees. We also provide opportunities for overtime and incentive pay, as well as training and mentoring programs to support your career growth and development.

Conclusion

If you are a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply for the Customer Service Representative position at blithequark. As a key member of our team, you will have the opportunity to make a positive impact on our customers and contribute to the success of our organization. Join us in our mission to deliver exceptional power solutions and services, and take the first step towards a fulfilling and successful career with blithequark.