HVAC Customer Service Rep

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 Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one

* Extensive product and on the job/cross training opportunities with outstanding internal resources

* Encouraging and collaborative team environment

* Dedication to safety through our Zero Harm policy

* JCI Employee discount programs

What you will do

Under general supervision of the Branch Service Manager (BSM) and the support from the Regional Customer Service Representative (RCSR), the Customer Service Representative (CSR) will:

* Be a role model for safety and integrity in the workplace

* Embrace and be a role model of Johnson Controls 8 Simple Rules of Customer Satisfaction

* Lead the 180 Day Renewal Process

o Adhere to the outlined cadence in the 180 Day Renewal Process

o Update contract renewal estimates and agreements for accuracy, achievability, growth, and customer satisfaction (Examples: review coverage type, update assets, add new offerings as applicable, etc.)

* Assess Planned Service Agreement performance and overall contract health

o Help drive financial metrics (Examples: achieve operating plan, drive strategic initiatives/offerings, perform PSA Financial Analysis Detail Backlog Review, manage PSA billings, etc.)

o Monitor leading and lagging indicators

* Work closely with internal and external customers to reduce attrition, improve on time renewals, and drive offerings and initiatives o Collaborate with internal Team - Truck Based Service Managers (TBSMs), Customer Resource Coordinators (CRCs), Customer Support Coordinators (CSCs), and Owner Sales

o Work with internal team to support customer dispute resolution (Examples: address AR challenges, develop action plan for unsatisfied customers or at-risk customers, support action plan for missed/unscheduled PSA Service visits, etc.)

o Create, manage, and execute customer information and touchpoints (Examples: complete assigned Relationship Delivery Plan tasks, create accurate Service Delivery Plans, etc.)

* Focus on professional development utilizing Johnson Controls Leader Expectations Model

* Position is not remote

How you will do it

* Responsible for the scheduling, tracking, and monitoring of customer touch point plans and the contract renewal life cycle process with the account team.

* Prepares yearly and monthly execution plans for PSA scheduled service visits.

* Communicate service delivery plan and services to be provided directly to the customer.

* Develop and maintains viable long-term relationships with customers through in-person visits, phone touchpoints and other customer preferred communication methods.

* Ensure work has been performed to the customer's expectations by performing follow-up with the customer, as needed. Answers any customer inquiries and resolves or escalates customer issues, as appropriate.

* Participates in monthly business review meetings by preparing and discussing critical account information pertinent to current profitability status of assigned PSA contract portfolio (i.e. PSA Variance, Accounts Receivable issues) and customer satisfaction issues. Research and follow up on questions identified during monthly business review.

* Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in CRM.

What we look for

Required

* Strong interpersonal skills to effectively communicate with both internal and external clients.

* High school diploma or equivalent required, plus a minimum of five years of service industry experience managing service operations and/or service scheduling.

* Ability to perform work independently and demonstrate solid organizational and attention to detail skills.

* 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.

* Ability to influence and work with diverse teams to accomplish tasks/goals.

* Proficient computer skills within the following applications: Microsoft Word and Excel.

* Ability to perform work independently and demonstrate solid organizational and attention to detail skills.

* Local travel 20% of time to visiting customers in-person.

Preferred

* Previous Sales experience

* Experience and/or basic project accounting or costing principals

* HVAC experience preferred.

* Accounts receivable experience preferred.

* Experience and/or basic project accounting or costing principles is desired