HVAC Truck Base Customer Support Coordinator

What you will do 

Under general supervision from the Branch Operations Manager, work with Customer Service Representative to assist with renewal support and collaboration with other team mates to support operational tasks to include planned service agreement support, safety coordination and back office support as needed.

How you will do it

Support planned service agreements by verifying accurate estimates, controlling costs and execute to customer expectations.

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.

Develops and maintains viable long-term relationships with customers and subcontractors.

Prepares yearly, monthly and weekly execution plans for PSA scheduled service visits.

Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e. outstanding claims, PSA variance) and customer satisfaction issues.

Processes Certificates of Insurance, licenses and permits, Vendor set up.

Partners with Service Manager for Uniform, Inventory control, fleet management and safety compliance.

Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in NxGen.

Facilitates administration of warranty claims.

Other duties and administrative activities as assigned.

What we look for 

Required

High School diploma or equivalent

Experience as a scheduler/dispatcher is a must have for this position.

Minimum of two years of service industry experience dealing with customers.

Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.

Must have strong interpersonal skills to effectively communicate with both internal and external clients.

Must have the ability to simultaneously 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 principals is desired.

Able to influence diverse teams to accomplish tasks/goals.

Working in a call center environment and required to be at the office every day.

Preferred

Associate degree

Vendor procurement experience preferred.

Experience and/or basic project accounting or costing principals preferred

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.