A Operations Support Senior Advisor has a focus on managing administrative tasks, including scheduling and planning, creation of customers in a database, handling contracts, and issuing invoices.

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1. Customer Data Management:

• Oversee the creation and maintenance of customer records in the database.
• Ensure the accuracy and completeness of customer information.
• Train and support junior business support staff in effective data management.

2. Contract Management:

• Handle the drafting, and execution of customer contracts.
• Ensure that contracts are in compliance with legal and regulatory requirements.
• Monitor contract timelines, renewals, and amendments.

3. Invoicing and Billing:

• Oversee the generation and issuance of invoices to customers.
• Validate invoice details, including pricing, discounts, and terms.
• Address complex billing inquiries and discrepancies.

4. Timesheet Management:

• Remind technical staff to submit accurate and timely timesheets for each project.
• Ensure timesheets are completed in accordance with company policies and client requirements.
• Collaborate with technical teams to resolve any discrepancies or missing information.

5. Customer Interaction:

• Provide high-level support for complex customer inquiries and issues.
• Act as an escalation point for challenging customer situations.
• Foster positive customer relationships through effective communication.

6. Process Improvement:

• Identify opportunities for process improvement within the customer service and administrative functions.
• Implement and oversee changes to enhance efficiency and effectiveness.

7. Cross-Functional Collaboration:

• Collaborate with sales, marketing, finance, and other departments to ensure seamless customer interactions.
• Provide insights and feedback to improve overall business processes.

8. Reporting and Analysis:

• Generate and analyze reports related to customer service performance, contract management, and billing.
• Provide regular updates to management on key performance indicators.

9. Customer Satisfaction Enhancement:

• Implement strategies to enhance customer satisfaction and loyalty.
• Gather customer feedback and recommend improvements to products or services.

10. Compliance and Risk Management:

• Ensure compliance with relevant laws, regulations, and company policies.
• Identify and mitigate risks associated with customer contracts and billing processes.

11. Continuous Improvement:

• Identify opportunities to enhance efficiency in administrative processes.
• Propose and implement improvements to streamline workflows and enhance customer satisfaction.

12. Training and Support:

• Provide guidance and support to customers on using online portals or self-service tools for account management.
• Assist in training new employees on customer service and administrative processes.

High School Diploma/GED in General Studies/Other