HVAC Customer Service Agent

3 days ago

Capitol Heights, United States Johnson Controls Full time
Be part of the future

We are one team, dedicated to working collaboratively to create the purposeful solutions that propel the world forward. We hope you will join our diverse team of top people - you bring your talent, and we'll give you the space and opportunities to grow and succeed. We are committed to make a difference.

What we offer:
  • Competitive Starting Pay
  • Paid Training
  • Global Advancement Opportunities
  • Company Vehicle (as applicable)
  • Referral Bonuses
  • Comprehensive Benefits
    • Medical/Dental/Vision insurance
    • Health Savings Account (HAS)
    • Life Insurance
    • 401(k) savings plan with company match
    • Short-Term and Long-Term Disability
    • Employee Assistance Program
    • Wellness Program
    • And More
How you will do it:
  • Receives customer requests for unscheduled or scheduled service.
  • Resolves 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 advances 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:

Required
  • High school diploma or equivalent required, plus a minimum of five years of service confirmed experience managing service operations and/or service scheduling.
  • Must demonstrate the ability to perform work independently and demonstrate solid interpersonal and attention to detail skills.
  • Must have strong interpersonal skills to effectively connect 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
  • Associate degree preferred.
  • Experience and/or basic project accounting or costing principals is desired.


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.

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