Customer Value Agreement Specialist
About The Position
The CVA Specialist owns the intake and renewal of Customer Value Agreements (CVAs) for Wagner's customers, working in the spirit of "One Professional Team." This is a customer-facing service administration role within the CVA group. The Specialist receives incoming agreement requests from equipment sales and Product Support Sales, validates each agreement and its preventive maintenance schedule in the dealership's service systems, approves the quote, and owns renewals as agreements approach expiration. Day-to-day work involves building and maintaining contracts in the dealership's systems, regular customer phone and email contact, coordination with Product Support Sales Representatives and Service branch personnel, and careful recordkeeping to keep data accurate across those systems. This is an administrative and customer service position within a heavy equipment dealership. It is not a legal contract, information technology, software development, systems administration, or data engineering role, and it does not involve programming, database administration, or building reporting infrastructure.
Requirements
- High School Diploma or GED
- 3+ years of service administration, contract administration, or inside support experience
- 1+ years of direct customer service experience
- Demonstrated experience communicating directly with customers by phone and email
Nice To Haves
- Experience in a heavy equipment, truck, agricultural, or industrial dealership or service operation strongly preferred
- Familiarity with service agreements, maintenance contracts, warranty administration, or work order processes preferred
- Associate’s degree in Business Administration or a related field preferred
Responsibilities
- Serves as the central intake point for CVA requests originating from new machine and generator sales and aftermarket sources
- Reviews incoming CVA quotes for completeness and accuracy prior to agreement build, following up with the originator when information is missing
- Builds Customer Value Agreement enrollment number
- Sets up and maintains preventive maintenance schedules in the Equipment Management Toolkit (EMT)
- Prepares agreement documents and routes them to customers for electronic signature through DocuSign
- Tracks signature status, follows up on outstanding agreements, and confirms executed agreements match what was built before activation
- Manages the CVA renewal pipeline, including monitoring upcoming expirations and initiating renewal activity
- Prepares renewal quotes using Service Agreement Quoter (SAQ), updating pricing and adjusting preventive maintenance events based on machine age and accumulated hours
- Administers the auto-renewal process, including advanced customer notification and processing of customer opt-out requests
- Communicates initially directly with customers regarding renewals, agreement updates, and coverage question.
- Partners with Product Support Sales Representatives on renewal outreach and escalates at-risk agreements
- Supports standardization of agreement terms, including conversion of existing agreements to standard expiration terms and contract lengths
- Maintains accurate agreement records, documentation, and contract files across DBS, SalesLink, and EMT
- Prepares and distributes CVA reporting, including new, renewed, expired, and lost agreements
- Identifies discrepancies, missing information, or trends requiring management attention
- Provides input on process improvements related to CVA administration and customer experience
- Builds working knowledge of Caterpillar products, service offerings, and aftermarket solutions
- Other duties as assigned by manager
Benefits
- Paid Time Off (PTO) Plan - Up to 96 hours of PTO in your first year
- 8 company paid holidays
- Medical, dental, and vision insurance
- Life and AD&D Insurance
- Retirement Plans - 401K eligible employees can receive a company contribution up to 7%
- Tuition Reimbursement
- Employee Assistance Program (EAP)
- CEFCU - Employees have access to services including payroll deductions, savings, accounts, loans, VISA card and more
- Supplemental life Insurance
- Critical Illness + Accidental Insurance
- ID WatchDog
- Discounted employee phone plans
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
