Customer Service Support Coordinator

Johnson Controls•Allentown, PA

2d•Onsite

About The Position

This position will be responsible for the scheduling and optimization of service work. The Scheduler will have the responsibility of ensuring all customer commitments are met regarding service delivery. This role coordinates customer service requests, from initiation to service completion by scheduling and dispatching technicians and helping to ensure technical service work is completed on time and according to customer expectations. The role assesses team performance and makes adjustments as needed to ensure customer satisfaction and cost effectiveness.

Requirements

High School Diploma or equivalent
3-5 years of customer service
Prior experience working as Fleet Scheduler or Service Coordinator
Excellent communication skills
Strong organizational skills
Strong Microsoft Office Products
Experience working in a SimplexGrinnell District or in a fast-paced work environment.

Nice To Haves

Use of ACE/Oracle systems preferred.
Product knowledge of life safety (fire alarm & sprinkler) equipment

Responsibilities

Utilize the automated scheduler functionality in Oracle (ACE) and assign the service call 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.
Communicate and resolve issues with customers and personnel regarding the scheduling of service repair work.
Alert management of potential problems resulting from customer or field complaints and work to resolve.
Measure branch activity and compliance with program initiatives, identify areas that require improvement, and develop and implement action plans with branch/region management.
Monitor effectiveness and take corrective actions as required.
Demonstrate the ability to prioritize scheduling backorders in addition to tracking and resolving customer issues.
Reassign work as needed to manage customer's expectations making judgements based on current workloads and priorities.
Monitor Technician activity and schedules ensuring that customer commitments are met, clearly communicate status changes back to the customer regarding early or late anticipated arrivals.
All other duties as assigned.