Residential Service Contracts Administrator

About Us

We are a full-service mechanical contractor providing customers in the commercial, residential, and industrial sectors with innovative, energy-efficient heating and air conditioning services, automation and controls, industrial piping, new construction design and installation, and maintenance and replacement services.

Job Summary

Job Title: Residential Service Contracts Administrator

Department: Residential Division

Reports to: Business Manager

Oversee accurate service contract record keeping and revenue generation. Assist in assuring timely completion of maintenance services. Research markets within our service area for potential market targeting for future contracts. Sell contracts by responding to customer requests and offer contracts through duties as backup CSR. Recapture terminated agreement customers. Process accurate SPIFF commission reporting.

Essential Duties & Responsibilities

PRIMARY DUTIES AND RESPONSIBILITIES:

• Create new agreements
• Perform agreement cancellations
• Perform agreement renewals
• Ensure accurate asset model and serial number data
• Generate accurate monthly booking report
• Generate accurate maintenance billings
• Generate outstanding maintenance visit reporting
• Generate PM service orders
• Generate renewal letters
• Generate seasonal maintenance reminder communication
• Interact with customers to obtain payments, answer billing and T&C questions, provide requested documentation, perform requested updates, etc.
• Interact with dispatch team to perform accurate agreement updates
• Interact with sales team to ensure accurate SPIFF commission payout
• Maintain accurate agreement file records
• Maintain accurate location information in operating system and tracking spreadsheets
• Maintain accurate master list records
• Maintain accurate revenue schedules
• Research and resolve unallocated payments
• Track and submit SPIFF commission reporting for contract sales and pull through sales

SECONDARY DUTIES AND RESPONSIBILITIES:

• Customer service representative
• Assist in scheduling maintenance visits, as needed
• Assist on special projects as needed by service management
• Backup receptionist, as needed

Qualifications

EDUCATION AND EXPERIENCE

• High School diploma or equivalent required
• Three or more years of office or administrative experience preferred
• Experience in a demanding service environment or construction industry is a plus

REQUIRED SKILLS

• Advanced Microsoft Excel ability required (Must be proficient in Macros, VLOOKUP, XLOOKUP, Charts, CONCATENATE, Conditional Formatting, Countif, Filter, Flash fill, Index match, PivotTables, Proper, Replace, Round, Sum)
• Advanced experience with Microsoft Word required (Must be proficient in Mail Merge)

REQUIRED ATTRIBUTES

• Must demonstrate the ability to perform basic business mathematical functions
• Must demonstrate the ability to work accurately and efficiently in a fast paced environment
• Must demonstrate the ability to think analytically to produce accurate and timely results
• Must demonstrate the ability to build positive working relationships with multiple levels of personnel and management
• Must demonstrate the ability to follow-up on tasks and assignments in a timely manner
• Must demonstrate extremely professional written and verbal communication skills
• Must demonstrate the ability to multi-task and work effectively in a busy team environment
• Must demonstrate the ability to prioritize work assignments and utilize independent thinking within the scope and authority of the position.
• Must demonstrate the ability to follow standard operating procedures
• Must demonstrate the ability to work with minimal supervision through personal initiative and dedication to accuracy

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

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