Customer Operations Specialist

Job Description

Job Title: Customer Operations Specialist

Position Type: Full-Time, Remote

Working Hours: U.S. Business Hours

About the Role

We are hiring a highly detail-oriented and execution-driven Customer Operations Specialist to take full ownership of contract lifecycle management across a large customer portfolio.

This role is responsible for ensuring that all customer agreements are accurate, executed, properly documented, and aligned with billing and recurring revenue. You will act as the internal owner of contract data, proactively driving contract completion, maintaining system accuracy, and reducing operational and financial risk.

This is not a passive administrative role. It requires high ownership, consistent outreach, strong attention to detail, and the ability to manage contract execution at scale.

What You’ll Own

Contract Ownership & Data Accuracy

• Own and manage all customer contracts across the portfolio
• Maintain a clear source of truth for contract status, terms, and coverage
• Ensure all contract records are accurate, complete, and up to date
• Organize and maintain structured contract storage systems (e.g., Google Drive)

Contract Tracking & System Management

• Maintain and continuously update the master contract tracking sheet
• Track contract terms (e.g., duration, renewal dates, special conditions)
• Clean and maintain accurate records by removing inactive accounts
• Prepare and structure contract data for CRM (Salesforce) accuracy

Contract Outreach & Execution

• Identify customers without valid contracts and prioritize outreach
• Conduct daily outreach via phone and email to drive contract completion
• Clearly communicate contract terms, pricing structures, and value
• Send agreements via DocuSign and track them through to completion
• Maintain consistent follow-ups to ensure contract closure

CRM & Revenue Alignment (Salesforce)

• Update contract-related data and RMR (Recurring Monthly Revenue) in Salesforce
• Log all updates, activities, and changes in the system for audit purposes
• Use contract interactions to validate and improve customer data accuracy

DocuSign & Agreement Management

• Create, send, and manage agreements for new services and account updates
• Ensure all documents are properly executed and stored
• Manage account transfers and ensure proper documentation and compliance

AutoPay & Compliance Tracking

• Ensure AutoPay enrollment for all applicable contracts
• Document exceptions and apply necessary adjustments as required

Collections Support (Partial Responsibility)

• Conduct daily collections outreach for assigned accounts
• Log all activities and maintain accurate tracking in CRM

Reporting & Performance Tracking

• Provide daily reporting on outreach activity, contracts sent/signed, and updates
• Maintain visibility into contract coverage progress and performance metrics
• Track and report improvements in contract completion rates

Process Improvement & Optimization

• Identify recurring issues and recommend improvements to workflows and systems
• Contribute to refining scripts, templates, and outreach strategies
• Improve operational efficiency and contract adoption rates over time

Must-Have Experience & Skills (Non-Negotiables)

• 2–4+ years of experience in contract administration, operations, billing, or customer support roles
• Proven experience managing high-volume administrative or outreach-driven workflows
• Hands-on experience with CRM systems (Salesforce or similar)
• Experience using DocuSign or similar e-signature platforms
• Strong proficiency in Google Sheets or Excel for tracking and reporting
• High attention to detail with strong accuracy in data management
• Strong written and verbal communication skills (customer-facing)
• Comfortable handling outbound calls, follow-ups, and objection handling
• Ability to manage multiple workflows simultaneously with strong organization

Key Metrics for Success

• Increase in percentage of customers with signed contracts
• Accuracy and completeness of contract data across systems
• Daily outreach activity and contract execution volume
• Timely and accurate updates in Salesforce
• AutoPay enrollment rate on new agreements
• Quality and consistency of daily reporting

Interview Process

• Initial Screening Call
• Recruiter Interview
• Final Interview
• Offer & Onboarding