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Service Operations Coordinator
2 months ago
- Paid Training
- Tuition Reimbursement
- Medical, Dental, and Vision Insurance
- Health Savings Account (HSA)
- Short-Term and Long-Term Disability
- Employee Assistance Program
Position Overview:
As a Service Operations Coordinator, you will work under general supervision to manage customer service requests from initiation to completion. Your role is crucial in maximizing the productivity and profitability of technical resources by efficiently scheduling and dispatching Technicians, with support from Team Leads.
Key Responsibilities:
- Collaborate effectively with the Service Team Manager to ensure timely completion of technical service work that meets customer expectations.
- Analyze and evaluate the performance of the technical team, making adjustments as necessary to enhance customer satisfaction in a cost-effective manner.
- Receive and manage customer requests for both scheduled and unscheduled services, clearly communicating the action plan and services to be provided.
- Reconcile all service requests daily upon completion.
- Coordinate labor scheduling to align technicians with the appropriate customer needs.
- Develop and maintain strong, long-term relationships with customers and subcontractors.
- Participate in business review meetings, preparing and discussing critical account information related to profitability and customer satisfaction.
- Ensure all customer account information necessary for call management and task scheduling is kept current.
- Provide support for business reviews, billing, and customer retention.
- Facilitate the administration of warranty claims.
- May guide and prioritize the activities of Customer Service Agent Assistants and perform their duties as needed.
Qualifications:
- A minimum of 2-4 years of experience in the service industry, specifically in managing service operations or scheduling.
- Ability to handle multiple projects, tasks, and issues simultaneously with tact and cooperation.
- Strong prioritization skills based on financial impact and business goals.
- Basic knowledge of project accounting or costing principles is preferred.
Compensation Range:
- $25-30 per hour, determined by education, experience, knowledge, skills, and abilities of the applicant, as well as internal equity and market alignment.
Equal Opportunity Employer:
Johnson Controls International plc is an equal employment opportunity and affirmative action employer. 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.
If you require accommodation during the application process, please visit our website.
