The Contract Administrator is responsible for managing the maintenance billing system and processes to develop and maintain efficiencies and cost effectiveness for the company.
Essential Duties and Responsibilities:
- Manage contract administration accurately including: contract entry for new equipment, monitoring maintenance agreement renewals, assisting with contract revisions, cancellations, credit memos and contract integrity.
- Efficiently and adequately provide professional customer service to internal and external customers with billing or contract issues. This includes assisting accounting with maintenance billing issues/discrepancies and escalating issues to management as appropriate to attain problem resolution.
- Enter meters into OMD and communicate them to finance partners in an accurate and timely manner.
- Manage GEM contract set up and entry; ensure that Customer Acknowledgments are submitted promptly.
- Provide support to Sales Reps as requested (i.e. customer equipment recons, billing history, etc.)
- Notify Sales Manager of potential customer upgrades.
- Identify reasons why customers are not renewing contracts and report information to Manager and appropriate Sales Rep.
- Perform daily review of missing contract and billing error report to ensure data in OMD is accurate.
- Assist with implementation and management of FM Audit process.
o Utilize FM Audit to generate sales leads or new Maintenance Contracts.
o Send FM Audit onsite installer link to Customers.
- Create reports and special billing spreadsheets for major accounts as required.
- Review and approve third party service provider invoices.
- Respond to queries professionally, timely and accurately. Follow up with other personnel to ensure problem resolution.
- Maintain positive, cooperative and team-oriented relationships with co-workers, supervisors, managers and others you come into contact with through your job.
- Other duties as assigned.
This position does not have supervisory responsibilities.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Associate’s Degree (AA); or minimum of two years in customer service and managing projects/contracts; or equivalent combination of education and experience.
Certificates and Licenses:
Read and interpret documents such as safety rules, invoices, SOP’s and instructions; write routine reports and correspondence. Effectively present information in one-on-one situation and small group situations to customers or vendors, and other employees.
Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals; compute rate, ratio and percent and to draw and interpret bar graphs.
Apply common sense understanding to carry out instructions furnished in written, oral or diagram form; to deal with problems involving a several concrete variables in standardized situations. Identifies problems, gathers information, and offers solutions.
Physical Demands and Work Environment: The physical demands and work environment described below represent the activities and surroundings of the positions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work is typically performed in an office environment, with a moderate noise level.
While performing the duties of this job, the employee is regularly required to sit for long periods of time. To perform the job, the employee is regularly required to talk and hear on the telephone and in person with individuals and groups. The employee must be able to reach with hands and arms to type frequently throughout the day. Vision is required as the incumbent is required to read and respond to documents in hard copy and electronic form. The incumbent may regularly be required to lift and carry up to five pounds of documents such as reports, invoices, etc.