Client Resource Coordinator 5

Johnson Controls•Allentown, PA

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. The coordinator partners with the Service Team Manager to ensure technical service work is completed within a reasonable timeframe and meets customer expectations. The role also assesses technical team performance and adjusts plans as needed to improve customer satisfaction cost-effectively. The position coordinates customer communications, labor scheduling, service follow-up, account information, business reviews, forecasting, change orders, billing, customer retention, and warranty claims. It may also guide and prioritize Customer Service Agent Assistants’ activities and cover their duties during periods of overflow demand. Other duties and administrative activities may be assigned.

Requirements

High school diploma or equivalent required.
Three to five years of service industry experience managing service operations and/or inspection required.
Ability to work independently.
Strong organizational skills and attention to detail.
Strong interpersonal and communication skills for working effectively with internal and external clients.
Ability to manage 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 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 plan and actions directly to customers.
Verify completed work meets customer expectations and follow up with customers as needed.
Answer customer inquiries and resolve or escalate issues as appropriate.
Reconcile completed service requests daily.
Coordinate labor scheduling and provide Technicians with daily schedules.
Maintain consistent communication with assigned Technicians and follow up to ensure activities are completed within established timeframes.
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 scheduled PSA service visits.
Prepare and discuss critical account information in business review meetings, including profitability, outstanding claims, PSA variances, accounts receivable issues, and customer satisfaction concerns.
Research and follow up on questions identified during monthly business reviews.
Keep customer account information needed for call management and task scheduling up to date.
Support business forecasting, change orders, billing, and customer retention.
Facilitate administration of warranty claims.
May guide and prioritize Customer Service Agent Assistants’ activities and periodically perform their duties during overflow demand.
Perform other assigned duties and administrative activities.