Customer Service Specialist II

2 months ago

Milwaukee, United States Johnson Controls Full time

This position is 100% REMOTE

Be part of the future

We are one team, dedicated to working collaboratively to create 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.

Work with an Award-Winning technology that delivers sustainability, safety, and health.

What We Offer

Competitive Starting Pay On the Job Paid Training Tuition Reimbursement Global Advancement Opportunities with Unlimited Career Path Company Vehicle (as applicable) Referral Bonuses Comprehensive Benefits Medical/Dental/Vision insurance Health Savings Account (HSA) Life Insurance 401(k) savings plan with company match Short-Term and Long-Term Disability Employee Assistance Program Wellness Program And More

What You Will Do

Under general supervision of the Supervisor, responsible for driving productivity, profitability and customer satisfaction for an assigned customer or customer portfolio. Partners effectively with multiple branch service teams to efficiently manage resources to meet contractual requirements for Enterprise Account Customers

How You Will Do It

Manages planned and unplanned service requests by performing constant analysis, assessment, and course correction. Prepares and / or reviews various financial reports on days to invoice, unbilled backlog, on-time service visits, on-time renewals, and other various productivity and financial statistics. Identifies methods to minimize travel, downtime or situations that stand in the way of delivering prompt, cost efficient service. Reviews financials on a contract by contract or account basis to ensure profitability. Provides multiple branch service teams yearly, monthly, and weekly execution plans for scheduled service visits. Provides analysis and plan to assist branch service teams in labor scheduling to align technician skills to the appropriate contract and to ensure maximum efficiency in execution. Ensures branch technicians are provided with correct customer requirements. Manages financial health of the business through labor utilization, cost control, accurate invoicing, and accounts receivable. Manages call backs to identify recurring equipment issues, and escalates as needed Communicates service updates directly to the customer. Ensures work has been performed to the customer's expectations and performs follow up as needed. Answers any customer inquiries and resolves or escalates customer issues as appropriate. Works with customer for quote approvals and not to exceed adjustments as needed. Maintains consistent communication with branch service teams. Follows up on branch activities to ensure completion in a reasonable timeframe. Drives the on-time planned service contract renewal and change order process. Enters contract information in to booking systems. May assist management in output reporting for accurate forecasting. Proactively works with customers and sales to ensure early renewals. Ensures contracts, sites, tasking, billing, and all other customer information is loaded and maintained accurately in service management system. Works with the branch service teams to identify team cross training and developmental needs. Participate with information gathering for new customer qualification. May obtain and issue 3rd party purchase orders and subcontract purchase orders. Develops and maintains viable long-term relationships with customers and subcontractors. Manages 3rd party work order systems to meet customer KPIs

Required

What we look for

Bachelor's degree preferred, minimum of one year of service industry experience. Must have the ability to work independently and demonstrated solid organizational skills. Possess strong interpersonal skills to effectively communicate with both internal and external clients while positively representing Johnson Controls. Must have the ability to prioritize work while simultaneously handling several projects, tasks and issues with tact, cooperation, and persistence. Possess basic accounting principles and business knowledge. Demonstrate high proficiency in MS Office (excel, word, power point), NxGen and financial accounting software.

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. #J-18808-Ljbffr

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