Job Description
Build your best future with the Johnson Controls team
As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!
*****THIS POSITION CAN BE REMOTE*****
What we offer:
Competitive salary
Paid vacation/holidays/sick time Comprehensive benefits package including 401K, medical, dental, and vision care – Available day one
Extensive product and on the job/cross training opportunities with outstanding internal resources
Encouraging and collaborative team environment
Dedication to safety through our Zero Harm policy
Scheduling and management support
JCI Employee discount programs (The Loop by Perk Spot)
Check us Out: A Day in the Life of the Building of the Future https://youtu.be/pdZMNrDJviY
What you will do:
Under general supervision from the Branch Service Manager (BSM) and with support from the Lead Customer Service Representative (LCSR), the Customer Service Representative (CSR) will-
- Be a role model for safety and integrity in the workplace
- Manage the 180 Day Renewal Process
- Adhere to the outlined cadence in the 180 Day Renewal Process
- Update contract renewal estimates and agreements for accuracy, achievability, growth, and customer satisfaction (Examples: review coverage type, update assets, add new offerings as applicable, etc.)
- Assess Planned Service Agreement performance and overall contract health
- Help drive financial metrics (Examples: achieve operating plan, drive strategic initiatives/offerings, perform PSA Financial Analysis Detail Backlog Review, manage PSA billings, etc.)
- Monitor leading and lagging indicators
- Work closely with internal and external customers to reduce attrition, improve on time renewals, and drive offerings and initiatives
- Collaborate with internal Team – Truck Based Service Managers (TBSMs), Customer Resource Coordinators (CRCs), Customer Support Coordinators (CSCs), and Sales
- Work with internal team to support customer dispute resolution (Examples: address AR challenges, develop action plan for unsatisfied customers or at risk customers, support action plan for missed/unscheduled PSA Service visits, etc.)
- Create, manage, and execute customer information and touchpoints (Examples: complete assigned Relationship Delivery Plan tasks, create accurate Service Delivery Plans, etc.)
- Focus on professional development
How you will do it
- 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.
- 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, Accounts Receivable issues) 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 in NxGen.
- Facilitates administration of warranty claims.
What we look for:
Required
- High school diploma or equivalent required, plus a minimum of five years of HVAC/service industry experience managing service operations and/or service scheduling.
- 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.
- Able to influence diverse teams to accomplish tasks/goals.
Preferred
- Associates degree
- Experience and/or basic project accounting or costing principals
Hourly Rate: $30.00-$46.00
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, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/careers.