Customer Service Specialist - MID LEVEL

Western Pump Inc•Poway, CA

7h•Onsite

About The Position

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.

Requirements

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).

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.
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.
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.).
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.

Benefits

Medical, dental, and vision insurance (often multiple plan choices, HMO & PPO)
Health savings account (HSA) or flexible spending account (FSA) options
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
401(k) plan with employer match (typical somewhere between 3%-6%)
Possibly profit sharing or non-qualified bonus contributions
Group life insurance
Short-term disability / long-term disability
Workers’ compensation
Possibly accidental death & dismemberment
Reimbursement or partial reimbursement for required certifications or licensing (safety training, confined-space, spill response, etc.)
Training & development programs (both internal & external)
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
Flexibility (in some roles)
On-call compensation or standby pay if role requires being available for emergencies
Possibly shift premiums for nights/weekends