Customer Service Specialist - MID LEVEL

Western Pump Inc•Poway, CA

9d•$28 - $32•Onsite

About The Position

The Customer Service Specialist (CSS) is the front line of the Service Department, managing inbound requests, creating and triaging work orders, coordinating with dispatch and parts, and keeping customers informed from first contact through invoicing. The role ensures that regulatory and site-access requirements are captured up front, service-level agreements are met, and work is completed safely and profitably. The position is based at the company's headquarters in Poway, California. The primary work environment is an office with frequent computer and phone use, high call volume, and time-sensitive tasks. Occasional visits to warehouses or customer sites—including retail fuel stations, fleet yards, and terminals—may be required. The schedule is full-time, Monday through Friday, with occasional after-hours/on-call rotation for emergencies and scheduled weekend coverage. The role requires sustained multitasking, frequent keyboarding and phone use, and sitting or standing for extended periods. Site visits may involve walking, climbing stairs, and wearing basic PPE. The description gives two different lifting descriptions: office items up to approximately 25 pounds, and a separate essential-demand statement of repetitive lifting, carrying, pushing, or pulling up to 50 pounds, with frequent bending, stooping, and standing 8–10 hours per day. The role requires a high school diploma or equivalent. Compensation depends on role level and experience; possible compensation elements include overtime, shift differentials, performance or other incentive bonuses, merit increases, and commission or upsell incentives. The posting describes benefits as typical and potentially including medical, dental, and vision insurance; HSA or FSA options; vacation, sick leave, holidays, and personal or floating days; a 401(k) with employer match; insurance coverage; certification reimbursement; training and development; an Employee Assistance Program; commuter subsidies; and other perks. The position offers potential career growth into Senior CSS, Dispatcher, Customer Success/Account Management, Compliance Coordinator, or Service Coordinator/Planner. Employment requires drug testing and proof of citizenship or immigration status; the employer uses E-Verify. Western Pump states that it is an equal opportunity employer.

Requirements

At least 2 years of experience in a service, dispatch, or customer-support role.
Working knowledge of common petroleum equipment, including dispensers, tank monitoring, piping, and hanging hardware, and basic troubleshooting terminology.
Proficiency with CMMS/ERP systems and customer portals.
Strong written and verbal communication, composure under pressure, excellent note-taking, and follow-through.
Valid California driver's license and an insurable driving record.
High school diploma or equivalent.
Ability to manage sustained multitasking, interruptions, and deadline pressure.
Ability to sit or stand for extended periods and frequently use a keyboard and phone.
The physical-demands section also states ability to repetitively lift, carry, push, or pull up to 50 pounds, bend and stoop frequently, and stand 8–10 hours per day.
Ability to comply with drug testing and provide proof of citizenship or immigration status for employment eligibility verification.

Nice To Haves

Petroleum equipment or mechanical/electrical service industry experience.
Familiarity with Southern California regulations and requirements, including CUPA programs, California SWRCB UST regulations, Cal/OSHA, South Coast AQMD or San Diego APCD, local fire departments, and hot-work rules.
Experience supporting public-works or prevailing-wage jobs and certified-payroll handoffs.
Basic understanding of HAZWOPER, spill-response notifications, red-tag procedures, and lockout/tagout documentation.
AA/AS degree or vocational coursework in business or industrial technology.
Relevant customer-service or safety training, such as OSHA 10 or HAZWOPER awareness.
Familiarity with brand literature, cut sheets, and parts catalogs.

Responsibilities

Answer phone, email, and portal requests and collect site details, contact information, access times, and safety or permit constraints.
Clarify reported issues involving petroleum equipment and determine request priority and applicable service-level agreement.
Create work orders in the CMMS/ERP, entering scopes, site notes, hazard information, and required PPE.
Coordinate scheduling with Dispatch, considering technician skills, certifications, geography, and response times.
Verify prerequisites such as lockout/tagout procedures, hot-work permits, confined-space documentation, and site onboarding.
Provide customers with ETA updates, escalations, and status summaries, managing expectations when parts or permits affect timelines.
Capture and process customer approvals for time-and-materials work, not-to-exceed amounts, and quoted repairs; route change orders as needed.
Coordinate with Parts to source OEM components and expedite critical items.
Initiate RMA and warranty claims, attach serial numbers, photos, and technician notes to work orders, and track deadlines.
Ensure technician notes, photos, leak-test results, calibration logs, red tags, and customer sign-offs are complete.
File, name, and route compliance records to customers and internal Compliance; log incidents or spills and notify Compliance as required.
Review labor and parts entries, confirm purchase orders and work authorizations, and flag prevailing-wage or certified-payroll jobs.
Submit complete documentation packets to Accounting for timely invoicing and assist with customer portals.
Monitor CSAT/NPS feedback, resolve customer concerns, identify recurring issues, and recommend preventive maintenance or upgrades.
Support account managers with service history, spend reports, and renewal or upsell opportunities.
Follow company safety policies, Cal/OSHA requirements, and site-specific rules; use required PPE during site or yard visits and report incidents or spills.
Maintain clean and secure handling of customer data and documentation.

Benefits

Medical insurance (described as typical and potentially available).
Dental insurance (described as typical and potentially available).
Vision insurance (described as typical and potentially available).
Health savings account (HSA) or flexible spending account (FSA) options (described as possible).
Vacation days, sick leave, paid holidays, and paid personal or floating holidays (described as typical).
401(k) plan with employer match (described as typical).
Possible profit sharing or non-qualified bonus contributions.
Group life insurance and short-term or long-term disability insurance (described as typical or possible).
Reimbursement or partial reimbursement for required certifications or licensing.
Training and development programs.
Employee Assistance Program (EAP).
Commuter benefits or transit-pass subsidies (described as possible).
Overtime pay, on-call compensation or standby pay, and possible shift premiums, depending on role requirements.
Possible performance, merit, spot, or upsell incentives.