Senior Customer Service Advisor

Job description:

Who We Are

Bay City Electric Works (BCEW) is a family-owned business which was founded in 1932 and has been a KOHLER/Rehlko distributor for 60 years. Our vision is to Develop Powerful People to be #1 in Power. We have aligned our vision with our goal to become the go to generator systems supplier in California, Nevada, and Hawaii. As such, we are building a winning team of experts who are committed to providing total power solutions to our customers.

What We Do

The Bay City Electric Works team provides generator, air, and engine solutions for life's power needs. Offering quality brands like KOHLER® and Doosan, our experts provide solutions for data centers, water & sewer districts, healthcare facilities, utilities, military bases, hi-rise buildings, hi-tech, bio-tech, pharmaceutical, government, airports, retail, manufacturing, casinos, and residences.

The Job :

We are seeking a Senior Customer Service Advisor who is passionate about delivering exceptional customer service.

In this role, you will oversee the day-to-day scheduling and dispatch operations for our field technicians, resolve complex customer issues, and help drive operational excellence. You will serve as the primary liaison between our customers, technicians, and internal departments, ensuring every service experience is handled efficiently and professionally.
• 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

Qualifications:
• • 5+ years of dispatching, service coordination, customer service, or related industry experience preferred.
• High school diploma or GED required; additional education is a plus.
• 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.
• Knowledge of generators, diesel engines, or mechanical systems is preferred.

What We Believe

All BCEW team members are expected to embrace and demonstrate our Core Values:

• Champion Safety - Know it. Own it. Share it.
• People First - Prioritize family values, value diversity, and operate as one caring team
• Ethical Integrity - Build trust. Reputation matters and relationships are built on us following through on our actions
• Excellence in Craft - Deliver exceptional internal and external customer service; embrace continuous improvement
• Humbly Confident - Take initiative with confidence; be respectful and open to learning
• Accept Challenge, Make It Happen - We are problem solvers
• Always On - Support our customers 24/7/365 power needs

What you will enjoy:

As a team member, you will enjoy a total compensation package that includes competitive pay and 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.

We are a drug free workplace; Drug and alcohol testing will be conducted as part of the post-employment offer process.

Our company is an equal employment opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity and/or expression, Veteran status or other status protected by law.