Customer Care Service Support Coord 3

Main Responsibilities

• Scheduling, tracking and monitoring of the touch point plans and the contract renewal life cycle process with the account owners.
• Escalate issues to appropriate individuals for timely follow-up as required.
• Reviews and drives monthly secured and executed revenue forecasts and monitors the booking process.
• Maintaining daily engagement with CSR teams via chats and support channels.
• Developing accurate estimates that reflect business expectations.
• Updates the Service delivery plans as required by team.
• Runs query reports, researches and reconciles unaligned costs, such as labor hours, material purchases, expenses and other service-related transactions.
• Prepares and submits service billings in a special invoice format as defined by individual customer account special handling requirements.
• Reconciliation of accounts payable exceptions as necessary.
• Researches, resolves or escalates accounts receivable disputes as outlined in the escalation process.
• Works with Accounts Receivables contact to assist with resolution of truck-based team A/R issues.
• Determines appropriate actions for timely resolution.
• If needed, will interact with Customer to resolve receivable issues.
• Processes invoice credits and re-bills, as necessary.
• Proactively contacts customers ensure customer satisfaction and a commitment to pay.
• Updates and retains customer account information related to special billing conditions, tax status, invoice approval contacts, billing addresses and special billing rates up to date.
• Support inventory control process including updating equipment asset transactions.
• Provide additional service administration support, as required.

Qualifications

This role requires a strong understanding of PSA tracking, contract management, and revenue forecasting. Experience in a similar role is preferred but not mandatory. Strong communication and problem-solving skills are essential. Proficiency in Microsoft Office Suite is required. Knowledge of Johnson Controls' products and services is beneficial but not required.

Skills

Strong organizational and time management skills.

Benefits

The position offers a competitive benefits package, which includes health insurance, retirement plans, and paid time off.

Pay

Hiring hourly range: $21.63 - $37 per hour (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.)

Schedule

Full-time position.