Customer Service Specialist - MID LEVEL bei None

JOB TYPE: Full-time

DEPARTMENT: Service 

POSITION REPORTS TO: Service Manager

POSITION LOCATION: Headquarters (Poway, CA)

POSITION SUMMARY: The Customer Service Specialist (CSS) is the front line of our Service Department—owning inbound requests, creating/triaging work orders, coordinating with dispatch and parts, and keeping customers informed from first call through invoice. The CSS ensures regulatory and site-access requirements are captured up front (e.g., UST/AST, CUPA, SWRCB, local APCD/AQMD rules), service level agreements (SLAs) are met, and work is completed safely and profitably.

KEY RESPONSIBILITIES:

• Customer Intake & Triage

• Answer phones/emails/portal tickets; gather site details (store #, address, contact, access times, safety/permit constraints).
• Clarify issue symptoms for petroleum equipment (dispensers, STPs, TLS/Veeder-Root tank monitors, hanging hardware, POS).
• Determine priority (emergency leak/spill, system down, compliance deadline, routine PM); assign appropriate SLA.

• Work Order Creation & Dispatch Support

• Open work orders in the CMMS/ERP; enter accurate scopes, site notes, hazard info, and required PPE.
• Coordinate with Dispatch to schedule field technicians, balancing skill set, certifications, geography, and response times.
• Verify pre-reqs: LOTO procedures on file, hot work permits (if needed), confined space documentation, site onboarding.

• Customer Communication & Updates

• Provide ETA updates, escalations, and status summaries; manage expectations when parts or permits extend timelines.
• Capture and process customer approvals for T&M, NTE amounts, and quoted repairs; route change orders as needed.

• Parts & Warranty Coordination

• Work with Parts to source OEM components (Gilbarco/Wayne/OPW/Franklin/Veeder-Root, etc.); expedite critical items.
• Initiate RMA/warranty claims; attach serials, photos, and tech notes to work orders; track advance/return deadlines.

• Documentation & Compliance

• Ensure technician notes, photos, leak-test results, calibration logs, red tags, and customer sign-offs are complete.
• File, name, and route compliance records (UST monitoring certifications, sump/containment tests) to customers and internal Compliance.
• Log incidents/spills and notify the Compliance team per CUPA/local requirements.

• Billing Readiness & Closeout

• Review labor/parts entries for accuracy; confirm purchase orders/work authorizations; flag prevailing wage or certified payroll jobs.
• Submit complete packets to Accounting for timely invoicing; assist with customer portals (Corrigo, ServiceChannel, Coupa, etc.).

• Customer Experience & Retention

• Monitor CSAT/NPS feedback and resolve concerns quickly; identify recurring issues and recommend PMs or upgrades.
• Support account managers with service history, spend reports, and renewal/upsell opportunities.

REQUIRED QUALIFICATIONS:

• 2+ years in a service/dispatch/customer support role; petroleum equipment or mechanical/electrical service industry experience strongly preferred.
• Working knowledge of common petroleum equipment (dispensers, tank monitoring, piping, hanging hardware) and basic troubleshooting terminology.
• Proficiency with CMMS/ERP and customer portals (e.g., ServiceTitan,FieldEdge,FS/NetSuite; Corrigo,ServiceChannel).
• Strong written/verbal communication; calm under pressure; excellent note-taking and follow-through.
• Valid CA driver’s license and insurable record (occasional site/yard visits).

PREFERRED QUALIFICATIONS:

• Familiarity with Southern California regulatory landscape: CUPA programs, CA SWRCB UST regs, Cal/OSHA, South Coast AQMD or San Diego APCD, local fire departments/hot-work rules.
• Experience supporting public works/prevailing wage jobs and certified payroll handoffs.
• Basic understanding of HAZWOPER, spill response notifications, red-tag procedures, and lockout/tagout documentation.

SUCCESS METRICS:

• Response Time / ASA: Average Speed of Answer ≤ 30–45 seconds during business hours.
• First-Contact Resolution (administrative): ≥ 60% of calls fully triaged with complete site/permit data.
• SLA Attainment: ≥ 95% for emergency, ≥ 90% for standard.
• Quote Turnaround: ≤ 24 hours for standard T&M follow-ups; ≤ 72 hours for complex repairs.
• Work-Order Quality: < 2% returns for missing info; 100% photo/sign-off compliance on regulated work.
• Invoice Cycle Time: Service completion to invoice submission ≤ 5 business days.
• CSAT/NPS: ≥ 4.6/5 CSAT or ≥ +50 NPS.

TOOLS & SYSTEMS:

• Phone system/softphone, email, chat; CMMS/ERP; customer portals; map/route tools; basic PDF editors; spreadsheet skills.
• Familiarity with brand literature, cut sheets, and parts catalogs (OPW, Franklin Fueling, Veeder-Root, Husky, etc.).

WORK ENVIRONMENT:

• Primary: Office setting with frequent computer/phone use; high call volume; time-sensitive tasks.
• Secondary: Occasional visits to warehouse or customer sites (retail fuel stations, fleet yards, terminals).

SCHEDULE & ENDURANCE REQUIREMENTS:

• Full-time, Monday–Friday; occasional after-hours/on-call rotation for emergencies and weekend coverage by schedule.
• Ability to manage sustained periods of multi-tasking, interruptions, and deadline pressure.

ESSENTIAL PHYSICAL DEMANDS:

• Sit/stand for extended periods; frequent keyboarding/phone use.
• Occasionally walk sites; climb stairs; don basic PPE (hard hat, safety vest, safety glasses, hearing protection) when visiting active work zones.
• Lift/carry office items up to ~25 lbs (files, small parts boxes).

JOB SAFETY REQUIREMENTS

• Follow company safety policies, Cal/OSHA requirements, and site-specific rules.
• Understand basic LOTO, hot-work, and confined-space awareness (administrative role; not performing entry).
• Use required PPE during site/yard visits; report incidents/spills immediately per company/CUPA procedures.
• Maintain clean, secure handling of customer data and documentation.

EDUCATION & CERTIFICATIONS:

• High school diploma or equivalent required; AA/AS or vocational coursework in business/industrial tech a plus.
• Any relevant customer service or safety training (e.g., OSHA 10, HAZWOPER awareness) is a plus.

COMPENSATION - General information

 Base pay depends on Role Level and Experience.  These are the role levels:

1. Entry/ Junior (0-2 yrs, basic scope)
2. Mid Level (2-5 yrs, some technical regulatory responsibility, parts/dispatch coordination
3. Senior / Specialized / Lead CSS (strong regulatory, warranty, emergent response, sometimes supervising or acting as liason)

Compensation may include the following

• Overtime pay (time-and-a-half or double time depending on hours, weekend/holiday work)
• Shift differentials (if covering early mornings, nights, weekends, on-call)
• Bonus / incentive pay, e.g.:

1. 1. Performance bonus (meeting SLA targets, CSAT/NPS goals)
   2. Quarterly or annual merit increases
   3. Spot bonuses (for helping with escalations, emergency work)
   4. Commission or upsell incentives (sometimes if recommending upgrades, preventative maintenance programs)

BENEFITS (Typical):

• Health & Wellness

• Medical, dental, and vision insurance (often multiple plan choices, HMO & PPO)
• Health savings account (HSA) or flexible spending account (FSA) options

• Paid Time Off

• Vacation days (often starting ~10-15 days/year for new employees)
• Sick leave (state mandated + sometimes additional)
• Holiday pay (paid holidays; often additional pay for working holidays)
• Paid personal days or floating holidays

• Retirement

• 401(k) plan with employer match (typical somewhere between 3%-6%)
• Possibly profit sharing or non-qualified bonus contributions

• Other Insurance & Protection

• Group life insurance
• Short-term disability / long-term disability
• Workers’ compensation
• Possibly accidental death & dismemberment

• Support for Professional / Regulatory Requirements

• Reimbursement or partial reimbursement for required certifications or licensing (safety training, confined-space, spill response, etc.)
• Training & development programs (both internal & external)

• Other Perks

• Employee Assistance Program (EAP)
• Commuter benefits / transit pass subsidies (particularly in SoCal where traffic & commuting are issues)
• Cell phone / data stipend if required for work
• Uniforms or PPE (when visiting active sites)
• Bonuses / recognition programs

• Work Schedule-Related Benefits

• Flexibility (in some roles)
• On-call compensation or standby pay if role requires being available for emergencies
• Possibly shift premiums for nights/weekends

CAREER PATH:

Growth into Senior CSS, Dispatcher, Customer Success/Account Management, Compliance Coordinator, or Service Coordinator/Planner.

CORE VALUES:

• Must support and abide by our Core Values
• Be Passionate
• Earn Trust with Action
• Deliver Exceptional Value
• Be Humble
• Create Shared Success

CORE COMPETENCIES:

• The following core competencies are essential for success in the role.
• Safety
• Communication & Listening
• Job Knowledge
• Customer Service
• Teamwork
• Dependability
• Initiative & Results Orientation
• Project and Task Management

ESSENTIAL PHYSICAL DEMANDS:

• Ability to repetitively lift, carry, push, pull up to 50-lbs., frequent bending, stooping, and standing 8-10 hours per day.

TRAVEL REQUIREMENTS: % of time

OTHER INFORMATION:

• Drug-testing and proof of citizenship or immigration status is a requirement of employment. The E-verify system is used to confirm employment eligibility. 
• Western Pump is an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristics protected by federal, state, or local laws.