Customer Operations

3 days ago

Ottawa, Canada Soho Square Solutions Full time

**Description**:
Under general supervision, coordinates all contract scheduling, revenue forecasting, billings,
collections, subcontract creation and resource planning with guidance from the Operations Team
Leaders. Partners effectively with the Operations Team Manager(s) to ensure financial
commitments are met monthly, quarterly and annually. Ensures work performed complies with
state, local, federal, and legal requirements and operates with the highest of ethics and all work is
completed in a reasonable timeframe. Analyzes and assesses operations agent team
performance and makes adjustments as needed to enhance operations performance in a cost effective manner. Develops relationships with our subcontractors and customers to facilitate
payables and receivables effectively.

**PRINCIPAL DUTIES**:
1. Answers any customer/subcontractors inquiries and resolves or escalates customer
issues, as appropriate.
2. Facilitates monthly backlog review meetings with project owners and Operations Leadership.
3. Upon completion, reconciles all contract close out activities monthly.
4. Coordinates contract scheduling to align backlog to plan and forecast. Follows up on
activities to ensure completion in an established timeframe (i.e., subcontract invoices,
billing, material purchases, etc.). to meet monthly financial commitments.
5. Creates advantageous billing schedules of values and invoices. Follows up on invoices
to validate customer receipt and approval.
6. Develops and maintains viable long-term relationships with customers and
subcontractors.
7. Participates in business review meetings by preparing and discussing critical contract
information pertinent to current profitability status (i.e., AR disputes, slippage issues, un booked change orders, billings). Researches and follows up on questions identified
during monthly business review.
8. Ensures that all customer contact information required to support customer satisfaction
activities are entered in appropriate BE tools.
9. Facilitates administration of warranty claims.
10.Facilitates contract and change order bookings, certified payroll reporting, OCIP/CCIP
enrollments, and any other contractual requirements related to back office processes.
11.Ensures that all BE standard tools, processes and programs are followed to optimize
JCI profitability (i.e., Diversity spend initiatives, continuous improvement, unified P&R,
and LEM).
12.Other duties and administrative activities as assigned.

**REQUIREMENTS**:
Associate degree preferred, high school diploma or equivalent required, plus a minimum of two
to five years of service industry experience managing service operations and / or service
scheduling. Must demonstrate the ability to perform work independently and demonstrate solid
organizational and attention to detail skills. Must have strong interpersonal skills to effectively
communicate with both internal and external clients. Must have the ability to simultaneously
handle a large and diverse number of projects, tasks and issues with tact, cooperation, and
persistence. Able to prioritize work activities based upon financial impact to desired business
goals. Experience and/or basic project accounting or costing principals is desired. Able to
influence diverse teams to accomplish tasks/goals. Must have proficient computer skills within

**Job Types**: Fixed term contract, Full-time

Pay: $15.00-$30.00 per hour

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Ottawa, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 3 years (preferred)
- Microsoft Office: 3 years (preferred)

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