Receptionist

Job Requisition ID: 65976

Department: Sales & Marketing (DEPT_SALMRKT)

At Dover Fueling Solutions (DFS), we are taking fueling and convenience retail to the next level. We are passionate about cultivating excellence in everything we do, but what really fuels us is our people. They're the heart of our company. As an employee, our promise to you is that you'll work on new and innovative products and solutions, be mentored by managers and teammates who are collaborative, caring, and act with integrity, and have the opportunity to grow in ways that are meaningful to you. Unique and interesting projects - both locally and globally - will challenge you and allow you to pursue different and rewarding career paths.

We are #EnergizedByGrowth.

DFS is part of a legacy of leadership that spans back generations, made up of some of the most trusted, leading-edge brands in the industry. As part of Dover Corporation and with our talented, innovative, outstanding people, we are doing great things and redefining what is possible in fueling and convenience retail. Providing advanced fuel-dispensing equipment, including clean energy solutions, systems and payment, automatic tank gauging and wet stock-management solutions, DFS comprises the product brands of Wayne Fueling Systems, OPW Fuel Management Systems, ClearView, Tokheim, ProGauge, Fairbanks, LIQAL, AvaLAN, and Bulloch Technologies. Headquartered in Austin, TX, DFS has a significant technology development and manufacturing presence worldwide, including facilities in Brazil, China, India, Italy, Poland, the Netherlands, the United Kingdom and the United States.

Innovative Controls Systems (ICS) is part of Vehicle Wash Solutions, 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. Excellent benefits package with health, dental, vision, disability & life insurance. Paid time off, paid holidays as well as an on-site Cafeteria and Employee Fitness Center.

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, colour, 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 contactdfs.hrinquiries@doverfs.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

Job Function : Customer Service; Information Technology; Software Development