Client Resource Coordinator

Johnson Controls • Jacksonville, FL

10d • $22 - $30

About The Position

The HVAC Customer Resource Coordinator works under the direct supervision of the Market Resource Manager. The coordinator receives and schedules customer service calls and manages schedules for assigned technicians and mechanics. The role ensures schedules support timely preventive maintenance and monthly forecasting goals, debriefs technicians and mechanics daily, and coordinates prompt resolution of concerns. The coordinator assesses job completion and works with Customer Billing Coordinators and Customer Support Coordinators to move completed jobs through the appropriate business processes.

The position also communicates service plans to customers, follows up to confirm work meets expectations, responds to customer inquiries, and resolves or escalates issues. Administrative and operational duties include maintaining customer account information in NxGen, supporting parts orders and purchase orders, managing work in progress, reconciling exceptions, supporting time and expense reporting, and attending team huddles and planning meetings.

Requirements

• High school diploma or equivalent.
• Two to five years of service industry experience managing service operations, service scheduling, or dispatching.
• Ability to work independently.
• Solid organizational and attention-to-detail skills.
• Strong interpersonal skills for communicating 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.
• Experience with, or basic knowledge of, project accounting or costing principles.

Responsibilities

• Receive customer requests for scheduled and unscheduled service.
• Coordinate labor scheduling so technicians are assigned 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 customer issues.
• Debrief technician and mechanic activities daily and coordinate with them to resolve concerns.
• Provide technicians with daily schedules and maintain consistent communication with assigned technicians.
• Follow up on activities to ensure completion within established timeframes.
• Maintain customer account information in NxGen to support call management and task scheduling.
• Support on-time scheduled service visits, parts ordering and purchase order creation, start-up activities, and customer purchase order confirmation.
• Manage work in progress and reconcile exceptions, including SIR and AP.
• Attend daily team huddles and weekly planning and scheduling meetings.
• Assist with monitoring time and expense report submissions.
• Review and correct technicians' unassociated timesheet time.
• Assess job completion and coordinate 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 hourly rate.
• Paid vacation, holidays, and sick time.
• Comprehensive benefits package, including 401(k), medical, dental, and vision care, available from day one.
• Product, on-the-job, and cross-training opportunities supported by internal resources.
• Encouraging and collaborative team environment.
• Employee discount programs through The Loop by Perk Spot.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED