Receptionist

Since 1892, OPW customers have been able to count on us to revolutionize fluid-handling operations around the world. As a global leader in fluid-handling solutions, the mission of OPW is to be a developer of a comprehensive array of innovative fluid-handling solutions that our customers can consistently and reliably count on. These include loading and unloading systems for high-value hazardous and non-hazardous bulk products; railcar and transport tank-truck valves, gauging devices and tank-monitoring systems; automated storage-terminal controls and systems; and regulators, fittings, valves, vaporizers, vacuum-jacketed piping and gas-handling systems for the safe handling and distribution of cryogenics and industrial gases. OPW also creates and manufactures touch-free and soft-touch vehicle wash systems, entry systems and wash chemicals. OPW has more than 2,000 employees with manufacturing operations in North America, Europe and China, and sales offices around the world. OPW is part of the Clean Energy & Fueling segment of Dover (NYSE: DOV).

Innovative Control Systems (ICS) a part of OPW VWS, 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.

SUMMARY:
This position 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 toICS 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, frequent checking on customers

• 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 Manager.

• 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.

• Performs various department reporting or data mining.

• Handles internal mail distribution, filing, document scanning, proper document destruction

• Maintains department part inventory and performs audits.

• Handles sign out of company property (phones, laptops, cars)

• All miscellaneous administrative duties delegated by Supervisor(s).

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 cover coworkers.

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 (Word, Excel, Outlook), 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.

Work Arrangement : Onsite

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position's responsibilities, a candidate's work experience, a candidate's education/training, the position's location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

Benefits: Benefits for this position include: a 401(k) savings plan with employer contributions; medical, dental and vision insurance; wellness programs; health savings account, health care and dependent care flexible spending accounts; company paid short-term disability and long-term disability; company paid employee basic life and AD&D insurance; supplemental employee and dependent life insurance; optional accident, hospital indemnity and critical illness insurance; adoption, surrogacy, and fertility benefits and assistance; commuter benefits; parental, military, jury duty, and bereavement leaves of absence; paid time off; business travel services; employee discounts; and an employee assistance program that includes company paid counseling sessions and legal services. Eligibility for benefits is governed by applicable plan documents and policies.

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.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contactopwaccommodations@acmecryo.comfor assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

Fraudulent Recruiting Disclaimer: Dover Corporation and our affiliated operating companies want to alert applicants to internet job posting fraud, where parties posing as Dover employees, recruiters, or other agents, try to engage with online candidates in an attempt to steal personal and/or financial information. We do not endorse or engage in any recruitment practices that involve payment or personal information outside of our official application and hiring process. Please verify the authenticity of an invitation to apply for a job, or for a job offer by contacting us directly through our Dover and affiliated operating company websites at https://careers.dovercorporation.com/. To learn how you can protect yourself, review our Recruitment Fraud Notice on our careers site.

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

Sub Division :VWS - North America

Job Requisition ID :64024

Job Function : Customer Service; Information Technology; Software Development