Customer Service Operations Specialist

Customer Service Kent, Washington


Description

Digital Control Incorporated (DCI) is the world’s leading supplier of underground locating and steering products for the horizontal directional drilling (HDD) industry. Since the introduction of this revolutionary technology 30 years ago, Digital Control has been at the forefront of trenchless technologies that enable the efficient installation of underground utilities such as fiber optic, telecom, gas, and water lines world-wide. DCI’s products are valued for their durable design, ease of use and uncompromising commitment to customer service. 

  

DCI is seeking a Customer Service Operations Specialist to work primarily onsite in Kent, WA. If you like variety, are highly organized and passionate about helping people, then DCI could be a perfect fit for you!  

Benefits: 
 

  • Unparalleled health benefits (PPO plan with no deductibles, no co-pays, DCI covers 99% of costs)
  • Quarterly bonuses: we all share in the success of the company
  • Professional development
  • 401k match (3% match from DCI regardless of participation, 5% maximum match, 100% vested immediately)
  • 22 days PTO
  • Dog-friendly work environment
  • Parental leave
  • Company covers 100% of payroll taxes for state family medical leave
  • 11 annual paid holidays plus 1 floating holiday
  • Winter break (we are closed the last week of each year)
  • Free convenient parking and commuter benefits
  • Located in a quiet business park near walking trail
  • See more benefits information here

Compensation:

  • DCI is proud to offer comprehensive compensation packages including competitive base pay and discretionary quarterly profit sharing bonuses to all part-time and full-time team members. Base pay is reviewed at a minimum on an annual basis.
  • Pay range: $48,500 – $51,400per year (associate level) or $49,500 – $64,000 (intermediate level) per year. Factors considered for pay include the level of skill, experience, training, external market factors, and internal value.
  • Profit sharing bonus: Over the last 3 years, quarterly bonuses ranged between 12% and 27%. Future bonuses could be higher or lower depending on company profits.

What you’ll do:

  • Provide general support including answering the CS 1-800# to route calls to appropriate DCI personnel, provide part numbers, and answer general non-technical questions.
  • Using the RMA group’s test/diagnostic information, assist CS teammates with creating repair quotes and emailing quotes to customer/dealers and evolve to a lead position with equipment quoting.
  • Monitor email ticketing system, SupportBee, clear spam emails, attach appropriate labels, and forward/respond appropriately by registering products and/or creating Service Repair Orders.
  • Help manage the loaner wait list and ship loaners as they become available.
  • Take the lead in documenting repair approvals in the database, updating the equipment labels, and moving equipment to repairs or to the Orders area for return to customer.
  • Be prepared to offer new insights on how to improve equipment flow and/or documentation in system to help streamline any of the equipment processes.
  • Add new customers to the database which requires a thorough database search to ensure no duplicate customers are entered.
  • Manage loaner equipment inventory by querying system to determine overdue loaners and communicating with customers/dealers via email and phone to facilitate loaner return.  Include CS field team as needed on emails.
  • When loaner equipment is returned, conduct database updates to make the loaner available for loan to other customers.
  • Conduct weekly inventory of the equipment on the repaired and diagnosed shelves to ensure that if a PO was received that the unit was moved to correct location.
  • Take the lead in monitoring the documentation that accompanies equipment shipped to DCI for testing/repairs and update database as needed.
  • Serve as trade show assistant coordinator, to coordinate procurement hotel rooms for attendees and assist with creation of a Service Repair Order for the shipment of DCI equipment to the trade-show.

 

Who you are:

  • 1+ years of related customer service experience
  • Excellent verbal and written communication skills
  • Positive, helpful, and friendly phone demeanor
  • Strong attention to detail
  • Excellent organizational skills
  • Able to work as part of a team
  • Self-started and demonstrates initiative
  • Proficient in MS Office 365 products (Outlook, Excel, Word, Teams)

 

If you’re excited about this role but your experience doesn’t align perfectly with every requirement, we encourage you to still apply. You may be just the right candidate for this or another role at DCI.

 

Why DCI? 

Work hard, play often... DCI employees are innovative and creative. Our open (forest-like) work environment creates free flowing conversations across all functions. We have gaming days; Lego challenges and ping pong matches to build on our creativity when one hits a roadblock. If that is not enough, our employees bring their four-legged companions (dogs) to work and can take them for a walk around the Green River trail. 

DCI takes pride in caring a lot about our employees. We believe that employees should not be burdened with benefits expenses, so we provide lucrative health care plans unmatched in most other companies. We also like to eat at DCI and find any excuse to celebrate the most random holidays (Pi Day, Chocolate Ice Cream Day, etc.) We have monthly catered lunches, a fully stocked snack area, sporting tickets, wellness competitions, and most importantly a team of people who will tell you that DCI is the best place they've ever worked. This is evident by our long service team and low turnover. 

 

We Celebrate Inclusion:

DCI is an equal opportunity employer. Employment at DCI is based solely on a person's merit and qualifications directly related to professional competence. DCI does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

It is DCI’s policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity. The Company's EEO policy includes the full & complete support of the Company and all levels of leadership. Because it's just the right thing to do. We hope you think so, too.