Customer Service Specialist - MID LEVEL

Customer Service Specialist The Customer Service Specialist (CSS) is the front line of our Service Departmentowning 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 Work Order Creation & Dispatch Support Customer Communication & Updates Parts & Warranty Coordination Documentation & Compliance Billing Readiness & Closeout Customer Experience & Retention 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 ? 3045 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: 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, MondayFriday; 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: Entry/ Junior (0-2 yrs, basic scope) Mid Level (2-5 yrs, some technical regulatory responsibility, parts/dispatch coordination) Senior / Specialized / Lead CSS (strong regulatory, warranty, emergent response, sometimes supervising or acting as liaison) 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.: Performance bonus (meeting SLA targets, CSAT/NPS goals) Quarterly or annual merit increases Spot bonuses (for helping with escalations, emergency work) 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

Created: 2026-03-04