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Customer Service Operations Coordinator

2 months ago

Honolulu, Hawaii, United States Johnson Controls International Full time
Job Summary

We are seeking a highly skilled Customer Support Coordinator to join our team at Johnson Controls International. As a key member of our customer service team, you will be responsible for receiving and scheduling customer calls for service, managing the schedule of assigned technicians and mechanics, and ensuring that all customer account information is up to date in NxGen.

Key Responsibilities
  • Receive and schedule customer calls for service, ensuring timely and efficient resolution of customer requests
  • Manage the schedule of assigned technicians and mechanics, ensuring optimal resource allocation and minimizing downtime
  • Assess job completion and collaborate with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs through the appropriate business process
  • Coordinate labor scheduling to align technicians with customer and service needs, ensuring seamless execution of service visits
  • Communicate action plans and services to be provided directly to customers, ensuring clear understanding of service expectations
  • Ensure all customer account information required to support call management activities and scheduling of tasks is kept up to date in NxGen
  • Perform other duties and administrative activities as assigned, including parts ordering, PO creation support, start-up support, WIP management, and attendance at weekly planning/scheduling meetings
Requirements
  • High school diploma or equivalent required, plus two to five years of service industry experience managing service operations and/or service scheduling
  • Ability to simultaneously handle a large and diverse number of projects, tasks, and issues with tact, cooperation, and persistence
  • Prioritization of work activities based on financial impact to desired business goals
  • Experience and/or basic project accounting or costing principles desired
What We Offer

Johnson Controls International 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, or any other characteristic protected by law. If you are an individual with a disability and require an accommodation during the application process, please visit our website for more information.