Junior Service Agreement Coordinator

REID BROTHERS PLUMBING & HEATING LTD.

Job Title: Junior Service Agreement Coordinator

Pay Range: $43,000 – $49,000/year (based on experience and qualifications)

Work Hours: Monday to Friday, 8:30 AM – 5:00 PM. Occasional overtime may be required.

Reports To: Service Agreement Coordinator / Operations Manager

Primary Job Function

The Junior Service Agreement Coordinator is responsible for providing administrative and operational support to the Service Agreement Coordinator in managing commercial service agreements.

This position assists with contract administration, customer communication, equipment tracking, invoicing, maintenance scheduling, and accounts receivable processes.

Working closely with the Service Agreement Coordinator, Dispatch, and Accounting departments, the Junior Coordinator ensures customer records remain accurate, service agreements are properly maintained, and administrative tasks are completed efficiently.

The position requires strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced service environment.

Key Responsibilities

Service Agreement Administration

• Assist with preparing, updating, and maintaining residential and commercial service agreements.
• Enter and maintain accurate customer information, equipment records, and service agreement details in ServiceTitan.
• Track service agreement expiration dates, renewals, and upcoming maintenance requirements.
• Prepare service agreement documentation and renewal notices for review by the Service Agreement Coordinator.
• Maintain organized digital records of contracts, customer correspondence, and supporting documentation.

Maintenance Tracking & Coordination

• Monitor upcoming preventative maintenance requirements and assist with coordinating appointments with Dispatch.
• Follow up on outstanding maintenance visits and incomplete service agreement work.
• Verify that completed maintenance visits are properly documented in ServiceTitan.
• Communicate scheduling updates and outstanding service requirements to the Service Agreement Coordinator.
• Assist with tracking open jobs and completed maintenance visits to ensure contractual obligations are fulfilled.

Invoicing & Accounts Receivable Support

• Assist with preparing and processing invoices for recurring maintenance and service agreements.
• Verify that invoice details, customer information, and supporting documentation are accurate before submitting for review.
• Email or mail invoices, statements, and payment reminders as directed.
• Assist the Accounting department with tracking outstanding invoices and customer payment inquiries.
• Escalate billing discrepancies, overdue accounts, and payment concerns to the appropriate team member.
• Assist with processing customer payments and issuing receipts in accordance with company procedures.

Customer Service & Communication

• Respond to routine customer inquiries regarding service agreements, maintenance schedules, and billing.
• Contact customers regarding upcoming maintenance appointments, agreement renewals, and outstanding documentation.
• Maintain professional and timely communication with residential and commercial customers.
• Assist with resolving routine customer concerns and escalate complex matters to the Service Agreement Coordinator.
• Coordinate with internal departments to ensure customer requests are addressed promptly.

Reporting & Administrative Support

• Maintain accurate equipment information, warranty records, and customer account details in ServiceTitan.
• Assist with preparing monthly reports related to service agreements, maintenance completion, invoicing, and outstanding work.
• Identify missing information, incomplete documentation, and discrepancies requiring correction.
• Support warranty registration and manufacturer rebate tracking when applicable.
• Assist the Service Agreement Coordinator with additional administrative duties and departmental projects as required.

Required Qualifications & Attributes

• 1+ years of experience in administration, customer service, billing, or a related office support role preferred.
• Previous experience in plumbing, HVAC, construction, or a service-based business is an asset.
• Basic understanding of invoicing, accounts receivable, and administrative processes.
• Experience with ServiceTitan or similar field service management software is an asset; training will be provided.
• Proficiency in Microsoft Excel, Word, Outlook, and general computer applications.
• Strong organizational and time-management skills.
• Excellent attention to detail and commitment to maintaining accurate records.
• Professional written and verbal communication skills.
• Ability to prioritize multiple tasks and meet deadlines.
• Willingness to learn new systems, processes, and responsibilities.
• Ability to work independently while following established procedures and direction.
• Positive attitude, reliability, and a team-oriented approach.

Performance Indicators & KPIs

• Data Accuracy: Maintain accurate and complete customer, equipment, and service agreement records.
• Invoice Preparation: Complete assigned invoice preparation tasks promptly to support the department's target of invoicing within 3 business days of service completion.
• Maintenance Tracking: Ensure upcoming, outstanding, and completed maintenance visits are accurately tracked and communicated.
• Administrative Efficiency: Complete assigned administrative tasks within established deadlines.
• Customer Communication: Respond to customer inquiries and follow-up requests in a timely and professional manner.
• Documentation Compliance: Ensure service agreement files and customer records contain the required supporting documentation.
• Team Support: Demonstrate consistent communication, reliability, and effective collaboration with the Service Agreement Coordinator and other departments.

Role Expectations & Development

The Junior Service Agreement Coordinator is an entry-level support position intended to develop the employee's knowledge of service agreement administration, customer account management, and internal operational processes.

The successful candidate will work under the guidance of the Service Agreement Coordinator and gradually take on additional responsibilities as their experience and proficiency develop.

Contract pricing, final agreement approvals, complex billing adjustments, profitability decisions, and escalated customer matters will remain the responsibility of the Service Agreement Coordinator or management unless otherwise authorized.

The position offers an opportunity for professional growth and advancement within

Reid Brothers Plumbing & Heating Ltd.