Job Title

Services Delivery Administrator, East & South

Job Description

Job Responsibilities:
• Executes moderately complex service back-office functions, including the processing and tracking of service orders, ensuring accurate documentation and timely completion to meet service level agreements.
• Serves as the primary point of contact for escalated customer service issues, resolving moderately complex inquiries and complaints, and coordinating with other departments to provide swift and effective solutions.
• Identifies and assesses problems using standard procedures, escalates issues to superiors and participates in planning and priority settings within their area of responsibility.
• Completes work with limited supervision and autonomy, setting priorities for own work based on general guidelines and develops substantial understanding of the job and applies knowledge and skills to complete a wide range of dissimilar tasks.
• Administers and maintains detailed service contract records, including the negotiation of contract renewals, monitoring compliance with terms, and ensuring that all data is accurately reflected in the system.
• Analyzes and compiles comprehensive service performance reports, extracting and interpreting data to provide actionable insights to management and support continuous service improvement initiatives.
• Coordinates the scheduling and dispatch of service technicians for customer service requests, ensuring that resources are allocated efficiently to meet customer needs.
• Supports the financial administration of service-related activities, including the verification and processing of invoices, reconciliation of accounts, and preparation of financial reports to support budgetary oversight.
• Ensures compliance with company policies, regulatory requirements, and industry standards in all service back-office operations, conducting regular audits and implementing corrective actions as necessary.
• Takes a proactive role in identifying and executing process improvement opportunities, streamlining back-office workflows, and enhancing the overall efficiency and effectiveness of service operations.

Minimum required Education:
High School Diploma, Vocational Education.

Minimum required Experience:
Minimum 2 years of experience in Administrative Support, Service Operations or equivalent.

Preferred Skills:
• Troubleshooting
• Continuous Improvement
• Microsoft Office
• Data Entry
• Documentation & Reporting
• Administrative Support
• Service Operations
• Regulatory Compliance
• Technical Support