Work Order Review Admin

Job title: Work Order Review Admin

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 all technician-submitted work orders for completeness, accuracy, and proper documentation prior to invoicing.
• Verify that technician notes are professional, detailed, and clearly communicate the work performed.
• Ensure all labor hours, materials, equipment details, recommendations, photos, and customer approvals are properly documented.
• Confirm work aligns with the original service request, scope of work, or customer authorization.
• Compare completed work orders against internal review checklists and customer-specific requirements.
• Identify and isolate missing, inconsistent, or unclear information requiring correction.

Work Order Pre-Review & Audit Verification

• Review completed field audits and inspection reports containing customer pre-authorizations for dispatch or repair work.
• Evaluate submitted audit documentation prior to routing work to Technician Service Coordinators for scheduling.
• Compare audit findings against site history, previous service records, existing proposals, and prior recommendations.
• Identify missing details, incomplete documentation, or conflicting information that may impact dispatch accuracy.
• Verify all required information for efficient scheduling, material planning, and technician preparation is present before processing.
• Coordinate with field personnel, Customer Service Representatives, or management to obtain necessary clarifications.

Workflow Processing & Routing

• Returning to Technician: Send incomplete work orders back to technicians, clearly communicating deficiencies, and follow up to ensure timely corrections.
• Coordinating Operational Follow-Up: Route work orders to Technician Service Coordinators when additional site visits, proposals, or scheduling actions are required.
• Flagging Risks: Communicate operational concerns, special access requirements, recurring site issues, or customer-specific instructions to dispatch teams.
• Forwarding to Billing: Process and release verified, invoice-ready work orders to the Billing Team to minimize invoicing delays.

Communication & Coordination

• Communicate professionally and effectively across field technicians, dispatch, customer service, billing, and management.
• Assist in maintaining workflow efficiency between departments.
• Escalate recurring documentation issues, operational concerns, or process deficiencies to management.
• Reinforce company documentation standards, accountability expectations, and operational consistency.

Process Compliance & Administrative Support

• Follow standardized review procedures and operational workflows consistently.
• Maintain organized records and accurate status tracking within company systems.
• Support continuous improvement efforts and help identify trends, recurring errors, or training opportunities for field personnel.
• Maintain productivity and accuracy standards while managing a high-volume, repetitive workflow environment.

Required skills and qualifications:

• Detail & Process Orientation: Strong attention to detail and the ability to follow structured, repetitive processes with high consistency and accuracy.
• Critical Thinking: Strong analytical and problem-solving skills to make sound workflow decisions based on documentation.
• Communication Skills: Strong written and verbal communication skills, with the ability to professionally communicate corrections and accountability expectations.
• Time & Volume Management: Ability to multitask, manage a high volume of administrative tasks, and maintain focus in a fast-paced environment.
• Technical Proficiency: Basic to intermediate computer skills, including experience with work order systems, dispatch systems, or service management software.

Preferred skills and qualifications:

• Relevant Experience: Prior experience in service administration, dispatching, billing support, or operational coordination.
• Industry Knowledge: Experience working in commercial service industries such as electrical, lighting, plumbing, HVAC, or facilities maintenance.
• Workflow Familiarity: Familiarity with technician work orders, service documentation, field audit reviews, and invoicing processes.
• Software Familiarity: Experience working specifically with field service management software platforms.

Additional Requirements:

• Tech Specs: Laptop: High-spec, e.g., 16GB RAM, 256GB SSD, i5 10th gen+ or Ryzen equivalent.
• Dual monitors are required.
• Internet: Two separate, wired connections (e.g., PLDT + Converge). Mobile data is not a sufficient backup.