Job title: Work Order Audit Coordinator
Type of employment: Full-Time
Shift Schedule: 8:00 AM - 5:00PM PST
The Work Order Review Admin serves as the primary quality control gatekeeper for Century Commercial Service. This role ensures that all technician-submitted work orders, audits, and documentation are accurate, complete, and compliant before being processed.
About the Company:
A family-owned commercial service contractor serving Northern California, providing maintenance and service support across Lighting, Electrical, Plumbing, and Mechanical departments.
Company core values:
- Excellence
- Vision
- Respect
- Communication
- Ownership
Objective of this role:
- Quality Control Checkpoint: Serve as the central gatekeeper for all technician-submitted work orders, audits, and service documentation prior to invoicing and operational processing.
- Workflow Optimization: Evaluate and determine the correct routing path for each work order to ensure accuracy, completeness, and compliance with company and customer requirements.
- Departmental Bridge: Streamline communication between Field Technicians, Technician Service Coordinators, Customer Service Representatives, Dispatch Operations, and the Billing Team.
- Operational Protection: Minimize invoice delays, prevent unnecessary return trips, and maintain high-volume administrative accuracy in a fast-paced environment.
Responsibilities
Work Order Review & Quality Control
- Review technician-submitted work orders for completeness, accuracy, and clear, professional notes.
- Verify labor hours, materials, equipment, photos, recommendations, and customer approvals.
- Ensure completed work aligns with the original scope of work and customer-specific guidelines.
- Identify, isolate, and address missing or inconsistent information.
Work Order Pre-Review & Audit Verification
- Review completed field audits, inspection reports, and pre-authorizations before scheduling repairs.
- Compare audit findings against site history, existing proposals, and prior recommendations.
- Verify all details required for efficient material planning and technician dispatch are present.
- Coordinate with field personnel, CSRs, or management to resolve documentation gaps.
Workflow Processing & Routing
- Return to Technician: Send back incomplete work orders with clear feedback and follow up on corrections.
- Coordinate Follow-Up: Route work orders to Service Coordinators when additional visits or proposals are needed.
- Flag Risks: Communicate operational concerns, site access requirements, or special instructions to dispatch.
- Forward to Billing: Release verified, invoice-ready work orders to the Billing Team to ensure timely processing.
Communication & Compliance
- Maintain professional communication across field technicians, dispatch, billing, and management.
- Escalate recurring documentation errors, trends, or training opportunities to management.
- Follow standardized review procedures and maintain accurate tracking within company systems.
- Maintain high productivity and accuracy while managing a high-volume, repetitive workflow.
Required Skills and Qualifications
- Detail & Process Orientation: High attention to detail with the ability to follow structured, repetitive processes.
- Critical Thinking: Strong analytical and problem-solving skills to make sound workflow decisions.
- Communication: Strong written and verbal skills to professionally communicate corrections and expectations.
- Volume Management: Ability to multitask and maintain focus in a fast-paced, high-volume environment.
- Technical Proficiency: Basic to intermediate computer skills, including experience with service management software.
Preferred Skills and Qualifications
- Relevant Experience: Background in service administration, dispatching, billing support, or operations.
- Industry Knowledge: Experience in commercial electrical, lighting, plumbing, HVAC, or facilities maintenance.
- Workflow Familiarity: Understanding of technician work orders, field audits, and invoicing processes.
Additional Requirements
- Hardware: High-spec laptop (e.g., 16GB RAM, 256GB SSD, i5 10th Gen+ or Ryzen equivalent) and dual monitors.
- Internet: Two separate, wired connections (e.g., PLDT + Converge). Mobile data is not acceptable as a backup.
