Job title: RFA Administrator
Type of employment: Full-Time
Shift Schedule: 8:00 AM to 5:00 PM PST
The RFA Administrator plays a critical role in converting identified maintenance issues into approved and actionable work. This role partners closely with Customer Service Representatives (CSRs) and the Night Audit Team to review audit findings, translate them into clear client-facing communication, and secure authorization to proceed with repairs.
This is a highly proactive, communication-driven role requiring strong attention to detail, organization, and the ability to present technical information in a clear, client-friendly format.
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:
- Convert audit findings into approved repair work
- Ensure clear, professional communication with clients
- Maintain accuracy and completeness of all RFA documentation
- Improve turnaround time for approvals and execution
- Support operational efficiency across audit and repair workflows
Responsibilities:
Audit Review & Processing
- Review nightly audit reports, including photos, site maps, and documentation
- Validate findings and ensure accuracy before client communication
- Prioritize issues based on urgency, safety, and impact
Client Communication & Authorization
- Prepare and send RFAs (Requests for Authorization) using templates
- Present scope and recommendations in a clear, client-friendly format
- Proactively follow up to secure approvals and move work forward
Account Research & Data Analysis
- Review historical service data, prior work orders, and account notes
- Provide context and continuity for RFAs
- Identify recurring issues and proactive maintenance opportunities
Collaboration & Internal Coordination
- Work closely with CSRs on account activity and communication strategy
- Coordinate with internal teams to ensure accuracy of information
- Provide updates on RFA status, approvals, and client feedback
Systems & Tools Utilization
- Maintain records in CRM and customer service platforms
- Use email systems for high-volume client communication
- Track workflows and reporting via spreadsheets
- Leverage AI tools (e.g., ChatGPT) and templates for efficiency
Follow-Up & Pipeline Management
- Maintain organized pipeline of RFAs, approvals, and pending items
- Ensure timely follow-ups and consistent communication
- Drive accountability in moving tasks from identification to execution
Required skills and qualifications:
- Strong written communication skills (ability to simplify technical information)
- High attention to detail and strong organizational skills
- Ability to manage multiple accounts and priorities simultaneously
- Proficiency in email platforms, CRM systems, and spreadsheets
- Analytical mindset with ability to interpret data and trends
- Comfortable using AI tools (e.g., ChatGPT) to enhance productivity
- Ability to perform repetitive tasks with high accuracy and consistency
- Self-motivated with strong follow-through and accountability
Preferred skills and qualifications
- Experience in maintenance, facilities management, or service operations
- Background in client-facing or customer service roles
- Experience handling high-volume email communication
- Familiarity with audit reporting or work order systems