Service Contract Operations Associate

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30133727 Service Contract Operations Associate

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About this role

The Service Contract Operations Associate is responsible for ensuring contractual service obligations are maintained and executed. Develops scalable and sustainable processes by supporting new technologies and driving efficiencies related to maintenance of service contracts and agreements.

Key Responsibilities

• Manage, execute and maintain service billing obligations across all divisions of business such as subscriptions, renewals and fees.
• Develop scalable and sustainable processes by supporting new technologies and driving efficiencies related to maintenance of service contracts and agreements.
• Engage with customers, Sales and Program Management for new, changed, and recurring agreements.
• Represent Client Services in cross-functional teams for New Product Introduction (NPI) to establish service billing and tracking methods by understanding customer base and service offering.
• Collaborate on a regular basis with key departments for customer success: Client Services, Finance, Sales Analysis, Business Systems Group and Technical Support.
• Update various software platform system data to ensure billing accuracy.
• Participate in meetings with global offices for consistency and continuity of service offerings.
• Guide Client Service Associates to understand service billing function.
• Employ good documentation practices for SOXA compliance.
• Assist Client Services on ERP efficiencies.
• Meet time-sensitive deadlines and is able to solve daily challenges with minimal oversight.
• Incorporates ISO standards in service processes by documenting and educating personnel.
• Lead specific department initiatives as outlined by department objectives and Management to drive efficiencies.

Basic Qualifications

• High school diploma
• 2+ years of experience with SaaS,
• 2+ years of experience in customer operations or customer service

Preferred Qualifications

• Experience working closely with cross-functional teams and influencing key stakeholders
• Experience or technical aptitude with ERP systems
• Intermediate / Expert level with Microsoft Office (mainly Excel)
• Excellent verbal and written communication required to clearly convey ideas, concepts, and processes that are tailored to the audience at all levels within the organization
• Attention to detail and maintain high level of organization
• Analytical thinker
• Adaptable and change advocate
• Works with sense of urgency and passion
• Minimal travel expected

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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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