Role Overview

The Service Operations Assistant is a specialized administrative role designed to manage the "lifecycle" of our customer accounts. You will be the primary engine behind our service agreements and proposals, ensuring all documentation is accurate, professional, and profitable. This role provides direct high-level support to the Service Manager, allowing them to focus on field operations while you master the administrative and customer-facing side of the department.

Key Responsibilities

1. Agreement & Contract Management

• Maintenance Contracts: Draft, send, and track annual service agreements (e.g., "Service Plans" or "Protection Plans").
• Renewals: Monitor expiring contracts and proactively reach out to customers to secure renewals.
• Compliance: Ensure all contracts meet company standards and include necessary regulatory disclosures for the energy industry.

2. Proposals & Estimating Support

• Drafting Proposals: Convert technician field notes into professional, polished quotes for equipment upgrades, tank replacements, or system repairs.
• Follow-Up: Track pending proposals and perform "warm" follow-ups with customers to answer questions and close the sale.
• Invoicing Prep: Verify that the parts and labor listed on proposals match the final work performed before passing to the billing department.

3. Advanced Customer Relations

• Issue Resolution: Act as the "point of escalation" for customer complaints regarding service quality, billing discrepancies, or missed appointments.
• Retention: Work to "save" accounts for customers who are considering switching providers.
• Customer Education: Explain the value of different oil blends, system efficiencies, and the benefits of our various service tiers.

4. Service Manager Support

• Reporting: Generate weekly reports on service department profitability, open proposals, and contract enrollment numbers.
• Document Control: Maintain organized digital files for equipment warranties, manufacturer rebates, and state inspection records.
• Meeting Coordination: Organize department meetings and keep track of action items for the Service Manager.

Required Qualifications

• Experience: 3+ years in a senior administrative or "Office Manager" style role. Experience in a service-based industry (Energy, HVAC, Construction) is a major plus.
• Writing Skills: Exceptional ability to write professional proposals and empathetic customer emails.
• Detail Oriented: Must be able to spot errors in complex service contracts or pricing sheets.
• Software Savvy: Proficiency in Microsoft Excel (data tracking) and CRM/ERP systems.

Salary Level: 60,000