Customer Service Administrator

Job description:

Job description:

Power Systems West (PSW) is an Oregon based, family-owned business with a 70-year history and has been a KOHLER POWER distributor for the last 30 years. With over 70 employees and growing, PSW brings the stability and structure of an established business, while still valuing the individual team members that support our success and to be the go-to generator systems supplier in Oregon, Washington, Idaho, Utah, Wyoming, Colorado, Montana and Alaska.

Offering quality brands like KOHLER and Atlas Copco, the PSW team provides new equipment, service, parts, and rental power solutions for commercial, municipal, and residential facilities that require emergency generator back-up power.

The Job:

We are looking for a Customer Service Advisor who embraces our core values and is excited about joining the team. Our Service Coordinators schedule our technicians’ work for a designated geographical region, acting as the glue between our customers and our technician team. Customer Service Advisors ensure that our customers receive excellent customer service and that our team of technicians is scheduled to their ability level.

Schedule and dispatch technicians’ time efficiently for preventative maintenance, planned repairs, and emergency maintenance for our customers, within established response times

Receive customer calls and emails requesting service. Prioritize and schedule service, as appropriate.

Schedule work strategically, to make the best use of Technician skill levels and minimize drive time between jobs Coordinate with Accounting & Billing teams to resolve any billing issues for services provided

Populate purchase orders for scheduled service work, to ensure parts team orders and supplies necessary parts for technicians and that accurate billing can be generated

Write service repair quotes for customers

Review work orders for accuracy (parts, labor, etc.) prior to scheduling

Assist with after hours On-call dispatching on a rotating basis – covering a one week period, in rotation with other team members.

Qualifications:

3 years of dispatching and scheduling service technicians, or industry related or similar work experience strongly preferred

High school diploma/GED or equivalent work experience

Excellent internal and external customer relations skills

High Attention to detail

Strong Phone Skills Work with a sense of urgency to assess and manage service priority situations

Responsive to customer inquiries;
Excellent written and verbal communication skills

Able to stay calm under pressure with changing priorities

Ability to balance work load, switching between multiple tasks throughout the day Ability to think critically, problem solve and make effective decisions

Ability to meet deadlines and make critical decisions in a fast-paced, dynamic environment

Computer literate in MS Office (Word, Excel, etc.), especially experience with significant email volume

Knowledge of generators, diesel engines and mechanical aptitude preferred

What We Believe All PSW 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 $30 – $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.
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