JOB SUMMARY:

The Service Administrator is responsible for managing the setup of service jobs in ServiceTrade, ensuring proper documentation, vetting new customers, and maintaining compliance with contract requirements. This role also oversees invoicing, payment processing, and financial reconciliation to meet departmental KPIs and monthly billing targets. The position requires excellent communication skills to coordinate with internal teams and customers while maintaining accurate records and a high level of customer service.
This role requires a high level of attention to detail, strong organizational and communication skills, and the ability to work efficiently in a fast-paced service environment. The ideal candidate will have a background in customer service, administrative processes, and experience handling service contracts or MSAs. In addition to managing onboarding procedures, this role also provides frontline communication support for the Service Department and ensures seamless customer experience during the initial engagement.

KNOWLEDGE:

• High school diploma is required
• Bachelor’s Degree is preferred

WORK EXPERIENCE:

• Customer Service Experience
• General Administrative Experience
• Service Contract or Master Service Agreement Experience

SKILLS AND COMPETENCIES:

• Excellent written and verbal communication skills
• Ability to follow verbal and written instructions
• Detail oriented with excellent organization skills
• Ability to effectively utilize computers and software including Microsoft Office Suite
• ServiceTrade, Sage Intaact and other software required by the Company
• Ability to maintain accurate and auditable records
• Ability to work in a fast-paced service team environment
• Attention to detail with emphasis on accuracy and quality
• Ability to prioritize work to balance multiple projects and deadlines

JOB RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

• Consistently search ServiceTrade for Approved Quotes available for Setup.
• Compile information for new customer set up and submission to accounting.
• Update the ServiceTrade job with the assigned Service Sales Representative.
• Enter Commission Split in Sage Intaact as indicated by the sales quote.
• Screen jobs to ensure the contract is in processing or executed before job setup.
• Prevent the setting up of remodel or new construction projects in ServiceTrade.
• Include all pertinent information and documentation for the job during setup.
• Ensure that the scope of the job is detailed, and concise.
• Conduct New Customer Vetting - D&B.
• Gathers documentation for the contract administrator to include customer setup provided by the Service Sales Representative, contract or MSA, D&B.
• Verify customers are vetted and approved.
• Confirm the contract status.
• Modify job costs that transferred from the Service Quote to the newly created job.
• Assists with answering phone calls for the Service Department. (Secondary to the Front Desk Administrator.)
• Invoice jobs through ServiceTrade and various portals.
• Meet or exceed the monthly service billing budget.
• Achieve the established service department KPIs for invoicing service jobs within 7 days of completion.
• Ensure that monthly invoice totals from ServiceTrade match Sage totals.
• Verify invoices in Sage Intaact through the BI Report
• Field calls from customers with service billing questions.
• Upload invoices to various portals as needed.
• Communicate with customer contact regarding the submitted invoice.
• Receiving CC payments from customers as needed.
• Receiving payments from customers outside of the ST system as needed.

COMMUNICATION RESPONSIBILITIES:

• Assists with answering phone calls in the Service Department. (Secondary to the Receptionist.)
• Responsible for the initial contact with the customer via phone call.
• Provides the Service Link to the customer upon initial setup.
• Communicates with internal team regarding pertinent job information/requirements.