Client Resource Coordinator 2

Johnson Controls•Huntington Beach, CA

2d•$25 - $33•Onsite

About The Position

The Client Resource Coordinator 2 schedules and optimizes service work to ensure customer commitments are met. The role also handles some billing and on-hold resolution. It is currently office-based.

Requirements

3–5 years of strong customer service experience.
Excellent communication skills.
Strong organizational skills and the ability to multitask in a fast-paced environment.
Strong Microsoft Office skills, specifically Excel.

Nice To Haves

Prior work experience as a fleet scheduler or service coordinator.
Associate or bachelor’s degree.
Experience working in a SimplexGrinnell District.
Experience using ACE/Oracle systems.
Product knowledge of life safety equipment, including fire alarm and sprinkler systems.
Prior experience with scheduling, billing, and on-hold resolution.

Responsibilities

Use Oracle (ACE) automated scheduling functionality to assign service calls to the optimal technician based on skills, territory, customer preference, availability, contract response time, call criticality, and proximity.
Communicate with customers and personnel about service repair scheduling and resolve related issues.
Alert management to potential problems arising from customer or field complaints and work to resolve them.
Measure branch activity and compliance with program initiatives, identify areas for improvement, and develop and implement action plans with branch or regional management.
Monitor the effectiveness of action plans and take corrective action as needed.
Prioritize scheduling backorders, track and resolve customer issues, and reassign work as needed to manage customer expectations based on workloads and priorities.
Monitor technician activity and schedules to ensure customer commitments are met, and communicate changes in anticipated arrival times to customers.
Handle some billing and on-hold resolution.
Perform other duties as assigned.