Job Description
What You'll Be Doing As a Service Contract Administrator, Field Service, you be part of a Service Contract Administration team that supports contract management and renewal process for CPI service business. You will work with the customer and the Field Service team to ensure accurate and timely contract administration.
The Service Contract Administrator, Field Service will have a direct impact on our Field Service group, Responsibilities include:
- Operate the CPI agreement management system to effectively perform new contracts, contract renewals, RMAC (remove, move, add, change), and ensure alignment with company standards and customer expectations
- Communicate with customers to resolve issues with contract initiation and renewal
- Direct interaction with customers and technicians via phone and email
- Upsell customers to the more comprehensive service offering(s) aligned with customer needs
- Monitor and analyze contract performance over the previous year to ensure compliance with terms and identify areas for improvement or optimization
- Collaborate closely with Service Managers to understand customer needs and ensure contracts are tailored accordingly
- Quickly identify and resolve any discrepancies or issues in contracts, working directly with customers or internal teams as necessary
- Maintain comprehensive documentation of all contract agreements, amendments, and related correspondence
- Build and maintain strong relationships with customers through regular communication, understanding their needs, and ensuring their satisfaction with the contract process
- Provide back-up coverage to Dispatch Operations Team, assisting in dispatch functions when required, ensuring continuity in service
- Ensure adherence to legal and company policies related to contracts
Who We're Looking For Qualifications and Requirements
- High School Diploma
- Minimum 3 years of experience in Call Center, Dispatch, ADD
- Minimum 2 years' experience in a customer service position (i.e. the branch role)
You Are - Action Oriented: Timely decision-maker with a sense of urgency
- Analytical Thinker: Have insight and enjoy solving problems
- Customer Service Oriented: Have the drive to serve your "customers" and focus on responding promptly to project team needs
- Team Player and Adaptable: Approachable and willing to take on multiple responsibilities, able to adapt to changing priorities ,comfortable with innovation, and willing to follow or lead based on the team's need
- Detail-oriented: Pay close attention to the fine points of contracts and agreements, ensuring accuracy and compliance
- Comfortable with innovation: Have a passion for continuous improvement and are always seeking a better way
- Organized: Assembles all necessary materials and information before starting a task
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