On-Site, San Leandro, CA area

Nations Roof is one of the largest and most respected commercial roofing contractors in the United States, delivering high-quality, cost-effective solutions nationwide. Our expertise spans all roofing systems, waterproofing, coatings, and sustainable technologies. We are driven by a commitment to safety, quality, and long-term partnerships-with our clients and our people.

Position Summary:

The Service Account Administrator - Service Operations is responsible for supporting the administrative functions of commercial service and maintenance projects throughout the State of California. This role serves as a key administrative resource to the Vice President, Service Director, and Service Managers, ensuring accurate contract administration, project documentation, customer account management, CRM administration, work order management, warranty administration, invoicing support, collections follow-up, and data integrity across multiple software platforms. The position plays a critical role in supporting the lifecycle of service projects from customer onboarding and contract setup through project closeout and final invoicing. This role does not include dispatching, technician scheduling, or operational field support responsibilities.

Essential Functions and Responsibilities:

Contract Administration & Project Documentation

• Administer service contracts, maintenance agreements, purchase orders, work authorizations, and customer-specific contract requirements.
• Review customer contracts and service agreements for administrative compliance and documentation requirements.
• Track contract terms, renewal dates, billing requirements, insurance requirements, and customer-specific documentation obligations.
• Maintain contract files and ensure proper execution, storage, and accessibility of project records.
• Support contract closeout activities and ensure all required documentation is completed and submitted.
• Coordinate collection and distribution of customer-required documents including certificates of insurance, W-9s, safety documentation, lien waivers, and closeout packages.
• Assist with notice requirements, change documentation, and service-related contract correspondence.
• Track customer-specific compliance requirements and documentation deliverables.

Service Project Administration

• Create and maintain service work orders, project records, and customer accounts within company software systems.
• Support administrative activities associated with preventive maintenance programs, repair projects, emergency service work, leak investigations, warranty repairs, and capital replacement projects.
• Monitor project documentation through all phases of service work from initiation to closeout.
• Maintain accurate records of work orders, proposals, service authorizations, customer approvals, and project status updates.
• Coordinate project documentation between service managers, customers, accounting, and other internal departments.
• Ensure project records are complete and properly documented prior to invoicing.

Warranty Administration

• Manage warranty registration, tracking, and documentation for completed service and repair projects.
• Coordinate manufacturer warranty claims and warranty service requests.
• Review warranty eligibility and assist in processing warranty-related documentation.
• Maintain records of warranty inspections, repairs, corrective actions, and customer communications.
• Track warranty expiration dates and support customer warranty inquiries.
• Coordinate with manufacturers, vendors, service managers, and customers regarding warranty-related issues.
• Ensure warranty closeout documentation is complete and properly archived.

CRM & Software Administration

• Create and maintain customer accounts, locations, contacts, service agreements, and project records within CRM and service management platforms.
• Enter, update, audit, and validate customer, project, and service-related information across multiple systems.
• Support CRM data integrity initiatives and process improvements.
• Assist with migration, cleanup, and validation of historical customer and project data.
• Participate in ongoing transition efforts from Salesforce to Jobba.
• Support legacy data review and transfer activities involving Dataforma and Salesforce records.
• Assist with software implementation initiatives, testing, workflow development, and process standardization.
• Generate reports and dashboards to support operational and management decision-making.

Customer Service & Account Management

• Serve as an administrative point of contact for customers regarding service requests, documentation, billing inquiries, warranties, and project records.
• Provide professional and timely communication with customers via phone and email.
• Follow up with customers regarding completed service work, outstanding documentation, approvals, warranty matters, and invoicing.
• Support customer onboarding and account setup processes.
• Maintain positive customer relationships through proactive communication and responsiveness.
• Assist in resolving administrative issues that may impact customer satisfaction.

Billing, Invoicing & Collections

• Prepare and process customer invoices accurately and timely in accordance with contract requirements.
• Review work orders, technician reports, proposals, service authorizations, and project documentation to ensure billing readiness.
• Verify billing compliance with customer purchase orders, contract terms, and invoicing requirements.
• Coordinate with Service Managers and Accounting to resolve billing discrepancies and documentation deficiencies.
• Assist with accounts receivable follow-up and collection activities.
• Monitor aging reports and communicate with customers regarding outstanding balances.
• Maintain detailed records of collection activities and customer communications.
• Support month-end billing and revenue reporting activities.

Preferred Industry Experience:

• Commercial roofing service and maintenance.
• Commercial construction administration.
• Facilities maintenance and building envelope services.
• Service contract administration.
• Warranty management and claims administration.
• Work order management systems.
• Preventive maintenance programs.
• Construction billing and contract compliance.
• Customer account administration in multi-location service organizations.

Preferred Qualifications:

• Experience with Salesforce, Jobba, and Dataforma.
• Experience supporting commercial roofing, construction, HVAC, building envelope, or facilities service organizations.
• Working knowledge of service work orders, proposals, change orders, service agreements, maintenance contracts, warranties, closeout documentation, purchase orders, lien waivers, and billing compliance requirements.
• Experience participating in CRM migrations, software implementations, data conversion projects, and process improvement initiatives.
• Understanding of contract administration and project lifecycle management within commercial construction service environments.

Benefits:

• Competitive base salary plus uncapped commission structure
• Car allowance
• Comprehensive benefits package: medical, dental, vision, life, and disability insurance
• Paid time off and holidays; 401(k) with company match
• Career growth opportunities within a national organization

Nations Roof is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other protected characteristic. Reasonable accommodations are available for individuals with disabilities. Our company is a Drug-Free Workplace.

NO RECRUITING AGENCIES.

All candidates must be authorized to work in the United States.

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