ABOUT THE ROLE
The Service Contract Specialist supports service contract and subscription business by keeping contract records clean, accurate, and consistent. This is a hands-on administration and data clean-up role: working through existing contract records, fixing inconsistencies that built up as the business grew quickly, and making sure customer agreements are reflected correctly from contract setup through billing.
The role works across Salesforce, ChargeEye, and Epicor (ERP), starting with ChargeEye records, then extending the same clean-up to extended warranty and SLA records. The Specialist follows and helps refine a standard process so new contracts are captured, billed, and invoiced correctly going forward.
Level: Junior to Mid-level.
KEY RESPONSIBILITIES
Contract Data Clean-up & Maintenance (~50%)
- Review service contract, subscription, and customer records to confirm key details such as contract start and end dates, renewal dates, customer status, and product/service coverage
- Clean up fragmented, missing, duplicate, or outdated contract data, starting with ChargeEye, then extending to extended warranty and SLA records
- Update and maintain contract records in Salesforce, ChargeEye, and Epicor following established data entry standards and procedures
- Set up new service contracts and subscriptions in the relevant systems, and process amendments, renewals, and cancellations as directed
- Keep contract files and supporting documents organized and easy to retrieve
Systems Reconciliation (~30%)
- Compare contract records across Salesforce (customer/contract data), ChargeEye (asset/subscription data), and Epicor (invoicing/billing data) to confirm they match
- Check that contract end dates, invoice timing, pricing, and customer/status details are consistent across systems
- Log discrepancies in an exception tracker and coordinate corrections with Service, Sales Operations, and Finance until resolved
- Escalate recurring issues or gaps to the Director, Services
Billing & Invoicing Checks (~20%)
- Verify that active service contracts and subscriptions are being invoiced on time and in line with the contract terms
- Flag contracts where service or access is active but billing is missing, delayed, or doesn't match the contract
- Track upcoming renewals, cancellations, and amendments so billing reflects the customer's current status
- Support renewal or reactivation follow-ups with customers when needed (scope to be confirmed based on volume)
Reporting & Process Support
- Maintain simple trackers and reports on clean-up progress, open exceptions, and upcoming renewals
- Follow standard operating procedures and checklists for contract intake, data entry, and billing checks, and help keep them up to date
- Suggest practical improvements to reduce manual work and prevent the same data issues from happening again
Required (Must Have) Skills and Qualifications
- Experience (1–3 years): Contract administration, billing or invoicing support, sales/service operations support, data administration, or similar back-office roles.
- Systems experience: Hands-on experience entering and maintaining records in a CRM or ERP system. Salesforce experience strongly preferred.
- Data clean-up and reconciliation: Comfortable reviewing records across systems, spotting mismatches, and following through until they are corrected.
- Excel proficiency: Intermediate Excel for data clean-up and tracking (e.g., filters, sorting, VLOOKUP/XLOOKUP, pivot tables, conditional formatting).
- Basic contract and billing understanding: Able to read a service contract or subscription agreement and pick out key details such as dates, pricing, and coverage.
- Attention to detail: High accuracy in a role where small data errors can lead to billing or customer issues.
- Process-oriented: Able to follow SOPs and checklists consistently and document work clearly.
- Communication: Good written and spoken English; able to work with Service, Sales Operations, and Finance teams across time zones.
Strongly Preferred Skills and Qualifications
- Experience with subscription, service contract, or recurring billing records
- Familiarity with Salesforce quotes, opportunities, or account/contract objects
- Exposure to ChargeEye or a similar subscription/asset platform
- Exposure to Epicor or another ERP for invoicing or customer records
Preferred (Nice-to-Have) Skills and Qualifications
- EV charging, energy, field service, or electrical equipment industry background
- Experience supporting international clients or working in a shared-services/BPO environment
- Experience helping a growing business move from manual tracking to documented processes