Lead Customer Service Specialist

Lead Customer Service Specialist

JOB TYPE

Full-time

DEPARTMENT

Service

POSITION REPORTS TO

Director of Service

POSITION LOCATION

Headquarters (Poway, CA)

POSITION SUMMARY:

The Lead Customer Service Specialist (Lead CSS) plays the dual role of supervisor for the customer service team while also being a part of 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 Lead CSS ensures that all customer service team members capture regulatory and site-access requirements up front (e.g., UST/AST, CUPA, SWRCB, local

APCD/AQMD

rules), that service-level agreements (SLAs) are met, and that work is completed safely and profitably.

KEY RESPONSIBILITIES

Customer service team management and supervisionManage a team of customer service specialists.

Hire, train, and develop new team members, as needed.

Maximize individual and collective team productivityand development.

Customer Intake & TriageAnswer phones/emails/portal tickets; gather site details (store #, address, contact, access times, safety/permitconstraints).Clarifyissuesymptoms for petroleum equipment (dispensers, STPs, TLS/Veeder-Root tank monitors, hanging hardware, POS).Determinepriority (emergency leak/spill, system down, compliance deadline, routine PM); assignappropriate SLA.Work Order Creation & Dispatch SupportOpen work orders in the

CMMS/ERP

; enteraccuratescopes, 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.

Customer Communication & UpdatesProvide 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.

Documentation & ComplianceEnsure technician notes, photos, leak-test results, calibration logs, red tags, and customersign-offsare 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 teamperCUPA/local requirements.

Customer Experience & RetentionMonitor

CSAT/NPS

feedback and resolve concerns quickly;identifyrecurring issues and recommend PMs or upgrades.

Support account managers with service history, spend reports, and renewal/upsell opportunities.

REQUIRED QUALIFICATIONS

Minimum of 3 to 5 years in a service/dispatch/customer support role required.

Proficiency with CMMS/ERP and customer portals (e.g.,ServiceTitan, FieldEdge, FS/NetSuite; Corrigo,ServiceChannel).Experience supervising a team.

Strong written/verbal communication; calm under pressure; excellent note-taking and follow-through.

Valid CA drivers license and insurable record (occasional site/yard visits).High school diploma or equivalent required.

PREFERRED QUALIFICATIONS

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.

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:

< 2% returns for missing info; 100% photo/sign-off compliance on regulated work.

Invoice Cycle Time:

Service completion toi nvoice 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/monitor and phone use requiring visual acuity and auditory acuity. Frequent Use of fingers, wrists and arms. 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 ~25lbs(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.