Client Resource Coordinator
About The Position
Johnson Controls is hiring a Client Resource Coordinator to receive and schedule customer service calls and manage schedules for assigned technicians and mechanics. The coordinator ensures schedules support timely completion of preventative maintenance and monthly forecasting goals, debriefs technicians' daily activities, and works with them to resolve concerns promptly. The role also assesses job completion and collaborates with Customer Billing Coordinators and Customer Support Coordinators to move completed jobs through the appropriate business processes. The coordinator communicates service plans to customers, follows up to confirm work meets expectations, responds to inquiries, and resolves or escalates issues. Administrative work includes maintaining customer account information in NxGen, supporting parts orders and purchase order creation, managing work in progress, reconciling exceptions, and helping monitor and correct technicians' time and expense submissions. The role also participates in weekly planning and scheduling meetings and performs other assigned administrative duties.
Requirements
- High school diploma or equivalent.
- Ability to work independently.
- Solid organizational and attention-to-detail skills.
- Strong interpersonal skills 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 desired business goals.
- Ability to influence diverse teams to accomplish tasks and goals.
Nice To Haves
- Previous scheduling experience.
Responsibilities
- Receive customer requests for scheduled and unscheduled service.
- Coordinate labor scheduling to match technicians with customer and service needs.
- Manage schedules for assigned technicians and mechanics, ensuring timely completion of preventative maintenance and alignment with monthly forecasting goals.
- Communicate action plans and services directly to customers.
- Confirm that completed work meets customer expectations and follow up with customers as needed.
- Answer customer inquiries and resolve or escalate issues as appropriate.
- Debrief technicians' activities daily, maintain communication, and coordinate prompt resolution of concerns.
- Provide technicians with daily schedules and follow up on activities to ensure completion within established timeframes.
- Keep customer account information in NxGen up to date to support call management and task scheduling.
- Support scheduled service visits, parts ordering and purchase order creation, start-ups, and customer purchase order confirmation.
- Manage work in progress and auto service request quotes.
- Reconcile exceptions, including SIR and AP.
- Attend weekly planning and scheduling meetings.
- Support Service + Rewards activities.
- Assist with monitoring time and expense report submissions.
- Review and correct unassociated technician time in timesheets.
- Assess job completion and collaborate with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs through the appropriate business process.
- Perform other assigned duties and administrative activities.
Benefits
- Competitive starting pay.
- Paid on-the-job training.
- Tuition reimbursement.
- Global advancement opportunities with an unlimited career path.
- Referral bonuses.
- Comprehensive benefits.
- Medical, dental, and vision insurance.
- Health Savings Account (HSA).
- Life insurance.
- 401(k) savings plan with company match.
- Short-term and long-term disability.
- Employee Assistance Program.
- Wellness Program.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
