Contract Support Coordinator

Job Description:

Job Summary:

The Operations & Agreement Support Coordinator is responsible for managing the end-to-end lifecycle of customer agreements, ensuring accurate billing, contract renewals, and resolution of payment issues. This role supports both internal teams and customers by maintaining operational flow, managing shared inbox requests, and ensuring data integrity across systems.

Essential Duties/Responsibilities:

Agreement Lifecycle Management

• Process new customer orders by verifying service addresses, checking for existing agreements, and importing data into existing ERP.
• Generate initial invoices and configure recurring payments.
• Ensure services are accurately added to each agreement.

Contract Renewals

• Manage renewal processes for service agreements.
• Aged AR Review & Non-Payment Cancellations
• Investigate unmatched records and reconcile payment errors.
• Cancel contracts for accounts in 91–120 day delinquency.
• Address annual pay customers in 61–90-day delinquency.
• Create invoices or credit memos for incorrectly renewed contracts.

Collections and Payment Resolutions (perhaps a separate position)

• Monitor subscriptions failed payments and generate weekly decline reports.
• Conduct outreach via phone and email to resolve payment issues.
• Place accounts on administrative hold when necessary.
• Collaborate with collections team on aged AR outreach and recovery.
• Manage ACH declines and credit card chargebacks per SOP.

• 
  Other duties as assigned

Working Conditions:

• Onsite
• Open office environment.
• Some overtime required as special projects arise.

Minimum Requirements:

• High school diploma/GED
• 2 years of experience in operations, billing, or administrative support.
• Strong attention to detail and ability to manage complex workflows with accuracy.
• Proficiency in Microsoft Suite, Word, Excel, and Outlook, ERP and CRM tools.
• Excellent communication and customer service skills, both verbal and written.
• Ability to collaborate across departments and functions of the business.
• Strong organizational and time management skills.

Preferred Qualifications:

• Call center experience
• Collections experience
• Sales experience

Additional Knowledge, Skills and Abilities:

• Customer service mindset with both internal and external customers.
• Demonstrated ability to learn industry, company, product or technical knowledge and effectively convey that knowledge to customers.

• Ability to work independently and as part of a team
• Strong work ethic
• Capable of making good judgments/decisions
• Strong interpersonal communication and collaboration skills, with all levels of the organization

• Able to work in a fast-paced, high-pressure environment
• Proactive mindset
• Strong organizational skills, attention to detail and the ability to multi-task
• Ability to build positive relationships with customers, both internal and external

• Willingness and ability to work collaboratively with all levels of the organization
• Safety mindset and acceptance of a safety culture

Physical Requirements:

• Must be able to lift/move up to 10 pounds frequently
• Must be able to drive and operate a motorized passenger vehicle
• Must be able to wear required personal protective equipment (PPE) including but not limited to hard hat, safety glasses, ear plugs, masks/respirators, reflective safety vests, gloves and safety toe, construction-grade work boots

• Must be able to adhere to long periods of standing, walking or sitting
• Ability to hear, understand and distinguish speech and/or other sounds to operate phones or other equipment safely.
• With natural or corrected vision, able to see and focus for close, distance, peripheral vision with normal depth perception
• Ability to express or exchange ideas by means of the spoken word to impart oral information to others
• Ability to enter text or data into a computer by means of a traditional keyboard or 10-key numeric keypad
• Must be able to use arms and hands to reach overhead, signal, grab, hold, lift, turn, push and pull objects and tools

Airtron is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.