Client Resource Coordinator 2

Johnson Controls•Huntington Beach, CA

23h•Onsite

About The Position

Johnson Controls is hiring a Client Resource Coordinator 2 to schedule and optimize service work and ensure customer commitments for service delivery are met. The role also handles some billing and on-hold resolution. The position is currently office-based and involves coordinating service calls, technicians, customers, and branch personnel in a fast-paced environment.

Requirements

3–5 years of strong customer service experience.
Excellent communication skills.
Strong organizational skills and ability to multitask in a fast-paced work environment.
Strong Microsoft Office skills, particularly 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 technician preferences, availability, contract response times, call criticality, and proximity to the customer.
Communicate with customers and personnel about scheduling service repair work 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 effectiveness and take corrective actions as needed.
Prioritize scheduling backorders and track and resolve customer issues.
Reassign work as needed to manage customer expectations, based on current workloads and priorities.
Monitor technician activity and schedules to ensure customer commitments are met.
Clearly communicate changes in status to customers, including anticipated early or late arrivals.
Handle some billing and on-hold resolution.
Perform other duties as assigned.