Senior Customer Service Advisor
About The Position
Bay City Electric Works (BCEW) is a family-owned business founded in 1932 and a KOHLER/Rehlko distributor for 60 years. Our vision is to Develop Powerful People to be #1 in Power, aiming to be the premier generator systems supplier in California, Nevada, and Hawaii. We are seeking a Senior Customer Service Advisor passionate about delivering exceptional customer service. This role involves overseeing the day-to-day scheduling and dispatch operations for field technicians, resolving complex customer issues, and driving operational excellence. You will be the primary liaison between customers, technicians, and internal departments, ensuring efficient and professional service experiences.
Requirements
- High school diploma or GED required.
- Exceptional customer service and relationship-building skills.
- Strong leadership, coaching, and conflict-resolution abilities.
- Excellent verbal and written communication skills.
- Strong organizational skills with exceptional attention to detail.
- Ability to prioritize multiple tasks while maintaining accuracy in a fast-paced environment.
- Demonstrated critical thinking and sound decision-making skills.
- Ability to remain calm under pressure while effectively managing changing priorities.
- Strong computer skills, including Microsoft Office (Outlook, Excel, Word) and experience working in service management software or ERP systems.
Nice To Haves
- 5+ years of dispatching, service coordination, customer service, or related industry experience preferred.
- Additional education is a plus.
- Knowledge of generators, diesel engines, or mechanical systems is preferred.
Responsibilities
- Daily workflow management, scheduling priorities, and workload balancing.
- Schedule and dispatch technicians efficiently for preventative maintenance, planned repairs, emergency service, and customer requests while meeting established response times.
- Serve as the escalation point for complex customer concerns and service-related issues.
- Review technician schedules to maximize productivity, technician skill utilization, and minimize travel time.
- Monitor dispatch performance and identify opportunities to improve processes, customer satisfaction, and operational efficiency.
- Coordinate with Accounting and Billing to resolve invoicing and customer billing concerns.
- Prepare and review purchase orders for scheduled service work, ensuring parts are ordered accurately and billing information is complete.
- Review work orders for accuracy, including labor, parts, and customer information prior to scheduling.
- Review previous day’s work orders for completeness and categorize them appropriately.
- Prepare accurate service repair estimates and quotes for customers.
- Partner with Service Managers and field technicians to proactively communicate scheduling changes and service updates.
- Assist with after-hours on-call dispatch responsibilities on a rotating schedule.
Benefits
- Competitive Pay: Pay range for this role is $35 – $40 an hour, dependent upon experience; Monthly commission potential $250 - $2500.
- Health & Wellness: medical, prescription drug, dental, vision, life, employee assistance program and pet insurance
- Work/Life Balance: generous paid time off and holiday schedule
- Financial Support: 401(k) savings plan, tuition reimbursement, and employee discount programs.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
