Client Resource Coordinator 5

Johnson Controls•Allentown, PA

3d•$30 - $35

About The Position

Under general supervision, the Client Resource Coordinator coordinates customer service requests from initiation through service completion. The role maximizes technical resource productivity and profitability by efficiently scheduling and dispatching technicians, with guidance from Team Leads. In partnership with the Service Team Manager, the coordinator helps ensure service work is completed within a reasonable timeframe and meets customer expectations. The role assesses technical team performance and adjusts scheduling or activities to improve customer satisfaction cost-effectively.

Requirements

High school diploma or equivalent required.
Three to five years of service industry experience managing service operations and/or inspection.
Ability to work independently.
Solid organizational and attention-to-detail skills.
Strong interpersonal skills and ability to communicate effectively with internal and external clients.
Ability to handle a large and diverse number of projects, tasks, and issues simultaneously with tact, cooperation, and persistence.
Ability to prioritize work activities based on financial impact to business goals.
Ability to influence diverse teams to accomplish tasks and goals.

Nice To Haves

Associate’s degree preferred.
Experience with or basic knowledge of project accounting or costing principles is desired.

Responsibilities

Receive customer requests for scheduled and unscheduled inspections, determine customer needs, and match them with an appropriate Technician or Team Lead.
Communicate the service action plan directly to customers.
Verify completed work meets customer expectations; follow up as needed, answer inquiries, and resolve or escalate customer issues.
Reconcile completed service requests daily.
Coordinate labor scheduling, provide Technicians with daily schedules, maintain communication with assigned Technicians, and follow up to ensure timely completion.
Assist with creating labor and material quotations.
Develop and maintain long-term relationships with customers and subcontractors.
Prepare yearly, monthly, and weekly execution plans for PSA scheduled service visits.
Participate in business review meetings by preparing and discussing account information relevant to profitability and customer satisfaction, and research and follow up on questions raised during monthly reviews.
Keep customer account information needed for call management and task scheduling up to date.
Support business forecasting, process change orders, and provide business review, billing, and customer retention support.
Facilitate administration of warranty claims.
May guide and prioritize Customer Service Agent Assistant activities and periodically perform those duties when overflow demands require.
Perform other assigned duties and administrative activities.