Subscriptions Services Senior Administrator

SUBSCRIPTIONS SERVICES SENIOR ADMINISTRATOR

JOB TYPE: Full-time

DEPARTMENT: Service

POSITION REPORTS TO: Tanya Miller

POSITION LOCATION: Poway HQ

JOB DESCRIPTION

The Subscriptions Services Senior Administrator supports the Service Department by coordinating recurring subscription services and both recurring and non-recurring environmental compliance activities, including testing, inspections, certifications, repairs, regulatory submittals, and related customer and agency communication. This role maintains accurate customer, service, and compliance records; coordinates scheduling and documentation across customers, technicians, regulatory agencies, dispatch, and internal departments; and provides timely administrative follow-up. The position helps ensure subscription and compliance services are scheduled, documented, submitted, renewed, and billed accurately and on time.

ESSENTIAL JOB FUNCTIONS

1. Subscription Services Administration

•    Maintain accurate records for active subscription services, including customer information, covered locations and equipment, service frequency, renewal dates, and account status.

•    Monitor upcoming recurring-service requirements and coordinate timely scheduling and follow-up.

•    Process new subscription service enrollments, account updates, renewals, and cancellations in accordance with established procedures.

•    Review subscription records for accuracy and completeness and follow up on missing or unclear information.

•    Maintain organized supporting documentation for subscription agreements, service history, and customer communications.

2. Scheduling and Service Coordination

•    Coordinate recurring subscription service appointments and non-recurring compliance activities with customers, Service leadership, dispatch, technicians, regulatory agencies, and internal departments.

•    Communicate scheduling requirements, service details, changes, and follow-up needs to the appropriate parties.

•    Monitor scheduled and completed subscription and compliance services and assist with resolving administrative, documentation, or scheduling gaps.

•    Provide clear status updates and reports to Service leadership regarding upcoming services, completed work, compliance due dates, renewals, report status, and exceptions requiring attention.

3. Environmental Compliance Coordination

•    Coordinate recurring and non-recurring compliance testing, inspections, certifications, and compliance-related repair activities.

•    Communicate with customers, regulatory agencies, technicians, dispatch personnel, and internal departments regarding scheduling, documentation requirements, and follow-up actions.

•    Prepare agency notifications, testing requests, scheduling correspondence, and supporting documentation.

•    Track compliance due dates, testing frequencies, permit information, renewal deadlines, and report status.

•    Review compliance test reports, inspection results, certifications, and supporting documentation for completeness, consistency, required information, and follow-up actions.

•    Coordinate corrections, requests for missing information, and report revisions with technicians and internal departments.

•    Submit compliance reports, certifications, test results, and supporting documentation to regulatory agencies and customers in accordance with applicable requirements and deadlines.

•    Maintain records of report submissions, agency acknowledgements, approvals, and related correspondence.

•    Monitor completion of compliance activities and ensure required documentation, reports, certifications, and agency submittals are processed in a timely manner.

•    Escalate scheduling conflicts, overdue items, compliance concerns, or customer issues requiring management attention.

4. Customer and Billing Support

•    Communicate professionally with customers regarding subscription service scheduling, account information, renewals, and required follow-up.

•    Coordinate with internal departments to support accurate customer records and a consistent service experience.

•    Provide backup support for service billing, including assisting with billing-related administrative tasks, documentation, and required follow-up.

•    Identify potential account, service, or billing discrepancies and route them to the appropriate team member for resolution.

5. Administrative Support

•    Maintain organized electronic and paper records related to subscription services and supporting documentation.

•    Protect sensitive customer, employee, and business information and maintain appropriate confidentiality.

•    Perform additional duties as assigned by Management.

EXPERIENCE AND ABILITIES

•    2 to 3 years of administrative, customer service, service operations, scheduling, billing support, or related experience preferred.

•    High school diploma or general education degree (GED) required.

•    Strong organizational and time management skills, with the ability to manage recurring schedules, deadlines, and follow-up items.

•    Advanced attention to detail and the ability to review records for accuracy, completeness, and consistency.

•    Ability to coordinate multiple recurring and project-based compliance activities, priorities, deadlines, and stakeholders while maintaining complete and accurate documentation.

•    Excellent written and verbal communication skills and the ability to work effectively with customers, technicians, supervisors, and internal departments.

•    Ability to work independently, take initiative, and follow tasks through to completion.

•    Professional, approachable, dependable, and team-oriented.

•    Proficient in Microsoft Office, particularly Excel, Word, and Outlook. Experience with ERP, CRM, field-service, scheduling, or billing systems is a plus.

JOB SAFETY REQUIREMENTS

•    Follow and promote all company safety protocols and immediately communicate identified safety concerns through the appropriate channels.

•    When entering shop, warehouse, yard, or field environments, wear required Personal Protective Equipment and follow all site-specific safety requirements.

CORE VALUES

•    Must support and abide by our Core Values:

Be Passionate

Earn Trust with Action

Deliver Exceptional Value

Be Humble

Create Shared Success

CORE COMPETENCIES

•    The following core competencies are essential for success in the role:

•    Safety

•    Communication & Listening

•    Job Knowledge

•    Customer Service

•    Teamwork

•    Dependability

•    Initiative & Results Orientation

•    Project and Task Management

•    Data Accuracy and Recordkeeping

•    Regulatory Agency Coordination

•    Scheduling and Resource Coordination

•    Documentation Management

•    Priority Management

•    Customer Relationship Management

•    Confidentiality and Professional Judgment

ESSENTIAL PHYSICAL DEMANDS

•    Ability to perform prolonged computer and desk work, communicate by phone and electronic systems, and occasionally lift or carry office materials up to 25 lbs.

TRAVEL REQUIREMENTS

Minimal

OTHER INFORMATION

•    Drug testing and proof of citizenship or immigration status are requirements of employment. Western Pump is a Federal Contractor.  The E-Verify system is used to confirm employment eligibility.

•    Western Pump is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by federal, state, or local law.