Client Services Representative 1

Johnson Controls•Jacksonville, FL

6d•$23 - $30•Hybrid

About The Position

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education. For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

Requirements

1-2 years of customer service experience
Excellent communication skills
Prominent level of organization
Strong with Excel and Microsoft Office
Comfortable working in a fast-paced environment

Nice To Haves

Associates or Bachelor’s degree preferred
Use of ACE/Oracle systems preferred
Product knowledge of life safety (Suppression, fire & sprinkler) equipment preferred
Experience with accounts receivable and billing
Coordinator experience

Responsibilities

Scheduling and optimization of service and inspections work.
Ensuring all customer commitments are met regarding service and inspections delivery.
Utilizing the automated scheduler functionality in Oracle (ACE) and assigning inspections to the optimal technician based on skills, territories, customer preferred technician (if applicable), availability of the technician, service contract response time, criticality of the call and proximity to the customer.
Communicating and resolving issues with customers and personnel regarding the scheduling of service repair work.
Alerting management of potential problems resulting from customer or field complaints and working to resolve them.
Measuring branch activity and compliance with program initiatives, identifying areas that require improvement, and developing and implementing action plans with branch/region management.
Monitoring effectiveness and taking corrective actions as required.
Demonstrating the ability to prioritize scheduling backorders in addition to tracking and resolving customer issues.
Reassigning work as needed to manage customer's expectations making judgments based on current workloads and priorities.
Monitoring technician activity and schedules ensuring that customer commitments are met, clearly communicating status changes back to the customer regarding early or late anticipated arrivals.
Resolving billing questions and invoicing service work after the repair has been completed.
Performing all other duties as assigned.