Customer Support Coordinator

2 weeks ago

Irondale, Missouri, United States Johnson Controls Full time
Job Summary

The Universal Work Cell Specialist will be part of a resolute, work team which will provide all-inclusive support to a selected few Strategic National Account customer. The Work Cell will provide for a consistent, effortless experience to promote customer satisfaction, maximize account growth, and increase retention and revenue. The Work Cell will contain the required functions to deliver this inclusive account support: contract validation and entry, service billing, service support, quoted services, and work order management. The Universal Work Cell Specialist will be experienced in one or more of the work cell functions and then trained into the other functions, to flow to the work as required. This position will report to the National Accounts Work Cell Manager.

Key Responsibilities

The Service Support Coordinator (SSC) will serve as primary point of contact for selected Strategic National Account customers, managing service request intake through calls, emails, work order management system, or other means, and following up with the required internal resources to ensure service and inspections have been delivered on time and as per scope of contract. The SSC will achieve resolution of customer concerns/escalations requiring thorough investigation and collaboration across the Fire, HVAC, and Security domains. The SSC will manage service request intake through work order management systems, emails, or other means, following up with the required internal resources to ensure service and inspections have been delivered on time and as per scope of contract. The SSC is responsible for updating work order management systems, following inspection, service, and quoted service work orders through their respective lifecycles, ensuring adherence to contractual key performance indicators (KPI's). The SSC will develop and provide updates and reporting related to account performance as required by customer and Work Cell Manager. The SSC will lead or assist in invoice dispute resolution as required by Work Cell Manager. The SSC will follow the policies and standard operation procedures that govern the Work Cell and functional processes within the work cell. The SSC will learn and develop competencies in all work cell functions. Flow to the work and support work cell teammates as required to provide effortless customer service for the selected customers.

Requirements

High school diploma or equivalent. Minimum of 3 years of work experience, with at least 1 year being within customer service, sales, or order to cash functions. Superior communication, organization, follow up and time management skills. Demonstrated experience with successful customer escalation management. Demonstrated ability to work across organizational boundaries driving alignment and engagement on behalf of the customers they support.

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