Client Services Coordinator

About the role

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, seeks a Service Coordinator to join its dynamic team. This role involves coordinating customer service requests, managing technician schedules, and enhancing customer satisfaction.

Responsibilities

• Receives customer requests for unscheduled or scheduled service.
• Determines customer needs and matches appropriate Technician or Team Lead to the need.
• Communicates the action plan and services to be provided directly to the customer.
• Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed.
• Answers any customer inquiries and resolves or escalates customer issues, as appropriate.
• Upon completion, reconciles all service requests daily by billing service requests or answering inquiries from the billing team.
• Captures and maintains consistent communication with assigned Technicians.
• Fulfills coordination of labor scheduling to align technician to the appropriate customer and service need.
• Assists with creation of L&M quotations and service calls.
• Cuts purchase orders for necessary material or subcontractor assistance.
• Develops and maintains viable long-term relationships with customers and subcontractors.
• Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e., past due inspections, billable service work, scheduling obstacles) and customer satisfaction issues.
• Researches and follows up on questions identified during monthly business review.
• Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date.
• Facilitates administration of warranty claims.
• Answer incoming customer calls and resolve issues or take notes to pass to appropriate department.
• Performs other duties and administrative activities as assigned.

Requirements

• Associates degree preferred, high school diploma or equivalent required.
• Minimum of 2-4 years of service industry experience managing service operations and/or service scheduling.
• Demonstrated ability to perform work independently and maintain solid organizational and attention to detail skills.
• Strong interpersonal skills to effectively communicate with both internal and external clients.
• Able to handle a large and diverse number of projects, tasks, and issues with tact, cooperation, and persistence.
• Able to prioritize work activities based upon financial impact to desired business goals.
• Experience and/or basic project accounting or costing principles is desired.
• Able to influence diverse teams to accomplish tasks/goals.

Qualifications

• Must be able to work flexible hours to meet the needs of the business.
• Must have a valid driver’s license and reliable transportation.
• Must be able to lift up to 25 pounds.
• Must be able to work in a fast-paced environment.

Skills

• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks and priorities.
• Strong organizational and time management skills.
• Proficiency in Microsoft Office Suite.

Benefits

This position offers a competitive benefits package, including medical/dental/vision insurance, a Health Savings Account (HSA), life insurance, a 401(k) savings plan with company match, and more. The posted hourly range is $18.22 - $25.09, but the actual rate will be determined by the candidate's qualifications, experience, and alignment with market data.

Pay

Hiring hourly range: $18.22 - $25.09 (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.)

Schedule

The position is available on an hourly basis.