HVAC Truck Based Customer Service Agent
Company: Johnson Controls
Posted on: May 3, 2021
What you will do Under general supervision, coordinates customer
service requests, from initiation to service completion, and
maximizing technical resource productivity and profitability by
efficiently scheduling and dispatching Technicians with guidance
from the Service Team Manager and Team Leads. Partners effectively
with the Service Team Manager to ensure technical service work is
completed in a reasonable timeframe and to the customer's
expectations. Analyzes and assesses technical team performance and
makes adjustments as needed to enhance customer satisfaction in a
cost effective manner. How will you do it 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. Coordinates labor scheduling to align technician to
the appropriate customer and service need. Ensures Technicians are
provided daily schedules. Maintains consistent communication with
assigned Technicians. Follows up on activities to ensure completion
in an established timeframe. Assists with creation of L&M
quotations. 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. May guide and prioritize the activities of the
Customer Service Agent Assistants. Periodically performs duties of
the Customer Service Agent Assistant as overflow demands. Other
duties and administrative activities as assigned. What we look for
Associate's degree preferred, high school diploma or equivalent
required, plus a minimum of five years of 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. Experience and/or basic project accounting or
costing principals is desired. Able to influence diverse teams to
accomplish tasks/goals. 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
Keywords: Johnson Controls, Cypress , HVAC Truck Based Customer Service Agent, Other , Cypress, California
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