Customer Service Rep/Service Admin

Pacific Power Group, a privately held organization headquartered in Vancouver, Washington is a leading sales and service provider of new and re manufactured engines, marine power, power generation products and commercial trucks. PPG has facilities in Washington, Oregon, Alaska, Hawaii, California, Arizona and Oklahoma.

Pacific Power Group offers a competitive total compensation plan which includes a comprehensive benefit package consisting of medical, dental, and vision insurance, flexible spending account participation, Paid Time Off (“PTO”), company-paid holidays, and a generous 401K match program.

The Customer Service Representative (CSR) provides customer support and job coordination for generator technicians who perform on-site services including installation, maintenance, and repairs. Opens and closes all service-related repair orders, invoices and purchase orders. Coordinates and manages technician travel logistics, time entry and expenses. A successful candidate will have superior, customer service, administrative and communication skills.

What you will do:

The responsibilities of the CSR include, but are not limited to the following:

• Communicate with customers to schedule and coordinate work efforts
• Stage technician work including, but not limited to pulling jobs, sending pertinent information to techs, securing permits, making travel arrangements.
• Open service repair orders and provide technicians necessary information to perform scheduled tasks
• Perform field technician time entries
• Enter technician and repair order expenses
• Review and close service repair orders including sending invoices and service summaries to customers
• Perform office administrative tasks including, but not limited to filing, daily cash reporting, ordering office supplies, and answering phones.
• Perform confidence testing e-filing
• Prepare and process warranty paperwork
• Enter and record prevailing wage information for technician work
• Perform and coordinate third party coordination and billing
• Open and close PO’s for sublets and service expenses
• Prepare and report monthly mileage and quarterly state contract information
• Aid in setting up customer accounts by communicating and relaying account requests to corporate accounting
• Enter approved contracts into PM Tracker application/tool
• Aid in maintaining pertinent customer account information (i.e. ship-to addresses, billing addresses, contacts)

Qualifications:

• 2+ years’ experience in service department administration
• High school diploma or general education degree (GED)
• Basic knowledge of generators, diesel and gaseous engines, controls, and systems (preferred)
• Excellent computer and general office skills (MS Office, emails, typing, etc.)
• Strong office/administrative skills
• Strong communication skills both written and verbal
• Strong prioritization skills, maintains focus with interruptions, ability to guide work priorities for others
• Strong critical thinking and problem solving skills

Physical Requirements:

• Ability to sit stand and walk for extended periods of time
• Ability to use hands, wrist and arms in a repetitive motion
• Ability to see, hear, and talk
• Ability to communicate both written and verbal
• Ability to lift up to 25 pounds

Pacific Power Group shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)