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…