Close Out - Intake Specialist

Job overview:

The Close Out Specialist is responsible for performing completion audits on all completed WOs throughout organization along with Billing and AR Follow-up with clients.  This role is also responsible for proper set up and vetting of new work requests from our clients. This includes calling the locations for better data and pictures of requested repairs as well as determining if request is a true emergency or can be possibly downgraded by the customer. Also responsible for answering calls and routing them to correct employee within company. 

Directly Report To: Director of Operations  

Job Responsibilities

·        Review all POs in system to ensure they are properly entered and for the correct amounts on every ticket

·        Review all completion pictures and sign offs within system to ensure we have received all required documentation needed by our clients prior to invoicing

·        Audit submitted invoices from vendors to verify it matches PO

·        Alert Account Managers, Purchasing Managers and Service Leads of any variances relating to POs and invoices within system for clarification prior to submitting invoice

·        Develop SOW and pricing for completed initial visit and first time fix WOs

·        Alert upper management of any completed WO that falls below Profit Margin goals with added notes into the system that explains what happened to cause such of an occurrence.

·        Identify WO Managers that consistently underperform with collecting proper close out documentation paperwork and/or profit margin expectations and coach individuals along with Account Managers to enhance individual’s performance.

·        Ensure that Sales Reps, Divisions, Category, Trades and WO Managers are accurate in system prior to billing.

·        Check to make sure approved invoices are marked as approved for AP payment prior to billing

·        Bill for all WOs in Ready to Invoice daily

·        Special assignments from Vice President from time to time

·        Answer all incoming calls and direct them to appropriate employee or department

·        Key all new WO’s into operating system and verify correct client alignment is within ticket

·        Call locations of service requests to obtain additional information regarding service requests and pictures if possible.

·        Ensure WO’s are entered into the system for operations teams within 5 minutes of new requests coming in

·        Audit previous night and/or weekend work request to ensure all WO’s were captured during after-hours coverage team

·        Identify emergency requests and work with Account Management team in identifying WO’s that could qualify for downgrading

o   Work with customer and location to try and downgrade emergency requests to next day priorities in applicable situations

·        Complete all customer surveys for completed WO’s within 24 hours or project being completed and move tickets into applicable status once survey is completed

o   Identify and notify Account Manager(s) of any issues that came up during customer survey

·        Document all tickets with proper notes as it pertains to communication with client on both customer survey as well as initial intake and creation of work order

Required Meetings:

• Weekly AR Follow-up Meeting with Director of Operations, Director of Service and Director of Projects

Candidate Qualifications:

• 5 years minimum of estimating experience is required
• 2 years of billing experience is required
• 4 year college degree is preferred
• Prior working knowledge of Service Channel, OfficeTrax, Corrigo and other customer portal system is required
• Knowledge and exposure to retail and restaurant construction is highly desirable.
• Must be legally able to work in US without sponsorship required at time of hire
• Excellent technical skills, including using computers, the internet and file sharing required.
• Proficient working knowledge of Microsoft Office Suites