Service Agreement Administrator

Job Summary

Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Resolves customer inquiries and complaints fairly and effectively. Provides product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships.

Essential Duties

• Acts as primary interface for all service agreement administrative issues from customers, Business Development Managers, Account Managers and Service Managers. Uses the CRM for all customer information and processing of service agreements. Resolves issues within their capability; escalate issues outside capability.
• Manages customers administrative needs and requests, delivering first-rate service to meet or exceed their expectations, both immediate and long-term (ex : Billing, AP, Service Agreement Administration).
• Interprets and processes work orders, invoices, credits, and correspondence. Maintains proper documentation requirements for service call processes, customer requests, and billing. Audits and reviews all work orders to ensure work is complete and accurate. Ensures any billable item is approved and directed to the correct customer.
• Develops and maintains partnership with customers, outside sales account managers and service managers.
• Ensures all weekly, monthly, and annual customer service and accounting processes are accurately followed according to company procedures and deadlines.
• Handles billings as needed (i.e., multiple service agreements on one invoice, credits, progress billings), and performs the set-up of new agreements, revenue recognition, planned maintenance schedules, etc.
• Analyzes the cost and inventory impact of work processed. Troubleshoots gross margin analysis reports and tech production reports.
• Other duties as assigned.
• Minimum Requirements
• High School or GED
• 2+ years of related experience.
• Keen attention to detail, with an ability to spot errors.
• Strong organizational skills.
• Excellent customer service skills.
• Ability to work with varying seniority levels, including staff, managers, and external partners