HVAC TB Customer Service Rep Lead

Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away

What we offer

• Competitive salary
• Paid vacation/holidays/sick time- 15 days of vacation first year
• Comprehensive benefits package including 401K, medical, dental, and vision care – Available day one
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy
• Company vehicle
• Check us out:

What you will do

Under general supervision, the Lead Customer Service Representative (LCSR) is responsible for leading, coaching and supporting the Customer Service Representative (CSR's) across the area branches to improve process compliance, productivity and profitability of the service contracts (PSAs and O&M). You will also be responsible for supporting the PSA and O&M forecast and driving to achieve it.

How you will do it

• Engage with Local Market Leadership to ensure understanding of CSR roles and responsibilities. Assists Local Market Leadership in hiring CSRs, providing advice and guidance on the expectations of successful CSR.
• Also engage with Regional Leadership to align renewal forecast.
• Promotes engagement of Local Market Leadership with CSRs to ensure day to day productivity by coaching role clarity. Ensure best practices and leadership messaging are aligned across all branch CSRs.
• Supports the CSRs in local markets to coordinate system changes, training, PSA management, PSA margin requirements & expansion, escalation requirements, payment terms and AR issues, legal contract reviews, and other complex contract related issues.
• Proactively takes the initiative to identify, evaluate and resolve operational process related issues. Initiates action to limit negative outcomes and seek new opportunities for improvements in the new and renewal PSA process.
• Work with individual branch CSRs and management team to identify diluted contracts and at-risk contracts. Conducts deep dive reviews into at risk contracts. Develop a plan of action to increase individual contract/account value along with the branch's overall blended margin.
• Establish and maintain SOP for CSRs including but not limited to; forecasting, PSA renewal estimate analysis, new PSAs, backlog reviews, and 180-day process.
• Work with Branch CSRs and Branch leadership to conduct PSA / O&M deep dive reviews into contract performance.
• Utilize Power BI to effectively track and improve branch and area KPIs. Provide coaching and training on KPIs that need improvement.
• Training / development of branch CSRs
• Coordination of DOA reviews, DOA GM% reviews, DOA Billing term reviews
• With branch CSRs and Leadership, conduct deep dive PSA and O&M reviews to identify opportunities to improve service delivery, productivity, and expansion opportunities.
• Drive BLR Quality / consistency
• Travel required

Impact and Measurement:

• Drive improvement to PSA Renewal Rate and / or Attrition
• Renewal GM expansion
• NPS score improvement
• Pending transfers
• Under billed PSAs / O&M
• On-time renewals
• PSA Renewal Rate and / or Attrition
• SSV On Time
• PSA Reviews
• RDPs On-time
• PSA / O&M Billed in Advance
• SDP - Quality Review process
• PSA Upsell – Technology (CC, Connected Metasys)
• Goals to include current performance and improvement target.

What we look for

Required

• Must have strong interpersonal skills to effectively communicate with both internal and external clients.
• High school diploma or equivalent required, plus three to five years of related work experience, preferably within a service / sale, or technical work environment.
• Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.
• Ability to prioritize work activities based upon financial impact to desired business goals.
• Must have proficient computer skills within the following applications: Advanced Microsoft Word, Excel, ACCESS, Desktop Publishing and Internet business application usage.
• Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
• Experience in contract financials required.
• Bachelor Degree or equivalent required, plus three to five years of related work experience, preferably within a service & sales, or technical work environment.

Preferred

• Bachelor's degree preferred,.
• HVAC experience preferred.
• Accounts receivable experience preferred.
• Experience and/or basic project accounting or costing principals is desired.

HIRING SALARY RANGE: $81,800-102,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, location and alignment with market data.) This position includes a competitive benefits package. For details, please visit the About Us tab on the Johnson Controls Careers site at