Customer Service Assistant Manager

Customer Service Assistant Manager

The Customer Service Assistant Manager supervises the customer service team and serves on the front line of the Service Department. This role manages, and sometimes backs up, Customer Service Specialists who are responsible for inbound requests, creating and triaging work orders, coordinating with dispatch and parts, and keeping customers informed from the first call through invoicing. The Assistant Manager ensures team members gather regulatory and site-access requirements up front, including UST/AST, CUPA, SWRCB, and local APCD/AQMD requirements; meet service-level agreements (SLAs); and support safe, profitable work. The Customer Service Assistant Manager reviews daily Work Order Summaries and Technotes for completeness, follows up with Service Technicians and supervisors as needed, and ensures the Poway HQ service team has the information needed to serve customers effectively. This role also reviews invoices before submission to confirm accuracy and appropriate detail, addresses significant customer issues, supports business development opportunities, and recommends process changes that will improve customer satisfaction and business performance.

Essential Job Functions:

• Customer service team management and supervision
  • Manage a team of customer service specialists (CSS team).
  • Hire, train, and develop new team members, as needed.
  • Maximize individual and collective team productivity and development.
• Manage the day-to-day work of the Customer Service Specialists and provide back-up as needed, including:
  • 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).
  • Work Order Creation & Dispatch Support
    • Open work orders in Jonas; enter accurate scopes, site notes, hazard info, and required PPE.
    • Schedule field technicians, balancing skill set, certifications, geography, and response times.
    • Verify pre-reqs: LOTO procedures on file, work permits (if needed), confined space documentation, site onboarding, etc.
  • 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.
• Documentation, Invoice Reviews, & Compliance
  • Review technician work order summaries, notes, photos, leak-test results, calibration logs, red tags, and customer signoffs are complete.
  • Follow up with Service Techs and their supervisors as needed to ensure the Poway HQ service team has the information they need to best service our customers.
  • Review all invoices prior to submittal to the customer to ensure accuracy and that appropriate detail is included.
  • Ensure CSS team members file, name, and route compliance records (UST monitoring certifications, sump/containment tests) to customers and internal Compliance.
  • Ensure CSS team members log incidents/spills and notify the Compliance team per CUPA/local requirements.
• Customer Experience, Process Optimization, and Cooperation with Business Development
  • Monitor customer feedback and resolve concerns quickly; identify recurring issues and recommend process changes or upgrades.
  • Support the Business Development Team with service history, spend reports, and renewal/upsell opportunities.
• Responsible for addressing significant customer issues and helping the business development team pursue opportunities, which could include trips to job sites or meetings with key customers.

Required Qualifications:

• Minimum of 3 to 5 years in a service/dispatch/customer support role.
• Minimum 2 to 3 years of experience supervising a team.
• 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).
• High school diploma or equivalent required.

Preferred Qualifications:

• 2 to 3 years' experience developing, managing, or optimizing operating processes and procedures for a service organization, strongly preferred.
• Proficiency with CMMS/ERP and customer portals (e.g., ServiceTitan, FieldEdge, F S/NetSuite, Corrigo, ServiceChannel).
• Working knowledge of common petroleum equipment (dispensers, tank monitoring, piping, hanging hardware) and basic troubleshooting.
• 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.
• Any relevant customer service or safety training (e.g., OSHA 10, HAZWOPER awareness) is a plus.

Job Safety Requirements:

• Follow and promote all safety protocols during work hours while working, driving, loading, lifting, moving any tools, equipment, furniture, or storage units.
• When required, wear safety boots and other Personal Protective Equipment (safety vest, safety glasses, noise protection, fall protection, etc.).
• Participates in the monthly Field Safety Meetings and contributes as a member of the Safety Business Committee. Work with the Safety Consultant representative(s), Human Resources, and Safety Manager.

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

Essential Physical Demands:

Posture and Mobility:

• Ability to sit or stand at adjustable desk for much of the workday (6-8 hours); occasionally stand, walk to meeting or printer

Dexterity and Manipulation:

• Requires Fine manipulation and repetitive finger/hand/wrist movements for keyboard and mouse use

Visual Acuity:

• Close vision and the ability focus on monitors, documents, and to read small text.

Lifting and Carrying:

• Exerting a negligible amount of force constantly and the ability to occasionally lift or transport lightweight office supplies or files (usually up to 10-20 pounds)

Speaking and Hearing:

• Ability to exchange information clearly in person, over the phone, and in virtual meetings, and to perceive normal speaking levels.

Travel Requirements: As required, up to 10%.

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.