Client Resource Coordinator
About The Position
Johnson Controls is seeking a Client Resource Coordinator to receive and schedule customer service calls and manage the schedules of assigned technicians and mechanics. Under the direct supervision of the Pod Team Manager (Customer Service Dispatch Supervisor), the coordinator ensures schedules support timely preventative maintenance and monthly forecasting goals. The role includes daily technician debriefs, resolving concerns in coordination with technicians and mechanics, assessing completed work, and collaborating with Customer Billing Coordinators and Customer Support Coordinators to move completed jobs through the appropriate business processes. The coordinator handles scheduled and unscheduled service requests, aligns labor with customer and service needs, communicates plans directly to customers, and follows up to confirm work meets expectations. Additional activities include maintaining customer account information in NxGen, supporting parts ordering and purchase-order creation, managing work in progress, reconciling exceptions, and assisting with technician time and expense reporting. Other duties and administrative activities may be assigned.
Requirements
- High school diploma or equivalent.
- Two to five years of service industry experience managing service operations and/or service scheduling.
- Ability to work independently.
- Strong 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 business goals.
- Ability to influence diverse teams to accomplish tasks and goals.
Nice To Haves
- Associate degree preferred.
- Experience and/or basic knowledge of project accounting or costing principles desired.
Responsibilities
- Receive customer requests for scheduled and unscheduled service.
- Coordinate labor schedules to assign technicians to appropriate customers and service needs.
- Communicate action plans and services directly to customers.
- Confirm work meets customer expectations and follow up as needed.
- Answer customer inquiries and resolve or escalate issues as appropriate.
- Debrief assigned technicians’ activities daily and coordinate resolution of concerns.
- Provide technicians with daily schedules, maintain consistent communication, and follow up to ensure timely completion of activities.
- Keep customer account information needed for call management and task scheduling up to date in NxGen.
- 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 submission of time and expense reports.
- Review and correct technicians’ unassociated timesheet time.
- Perform other assigned duties and administrative activities.
Benefits
- Competitive benefits package.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
