HVAC Customer Service Representative
About The Position
At Johnson Controls, we’re committed to creating smart, healthy, and sustainable buildings that improve life for people, places, and the planet. Join a global leader where you can grow your career, contribute to meaningful work, and be part of a team that supports your physical, financial, and emotional well‑being. Here, your voice is valued, your ideas matter, and your next opportunity is just a few clicks away. Under the general supervision of the Branch Service Manager (BSM) and support of the Regional Customer Service Representative (RCSR), the Customer Service Representative (CSR) will: Serve as a role model for safety, integrity, and customer satisfaction Lead the 180‑Day Renewal Process Follow the prescribed renewal cadence Update renewal estimates and agreements for accuracy, growth opportunities, and customer needs Assess Planned Service Agreement (PSA) performance and contract health Support key financial metrics and strategic initiatives Complete PSA financial analysis, backlog review, and billing oversight Work closely with internal teams and customers to reduce attrition, drive timely renewals, and expand offerings Collaborate with Service Managers, Customer Resource Coordinators and Owner Direct Sales Support customer dispute resolution and action plans for at‑risk accounts Create and manage customer touchpoints and relationship tasks Focus on professional development aligned with the Johnson Controls Leader Expectations Model This position is not remote
Requirements
- Strong interpersonal and communication skills
- High school diploma or equivalent, plus at least five years of experience in service operations or service scheduling
- Ability to work independently with strong organizational and detail‑orientation skills
- Able to manage multiple tasks and issues with professionalism and persistence
- Skill in prioritizing work based on financial and business impact
- Ability to influence and collaborate with diverse teams
- Proficiency in Microsoft Word and Excel
- Ability to travel locally up to 20% for customer visits
Nice To Haves
- Previous sales experience
- Basic understanding of accounting or costing principles
- HVAC industry experience
- Accounts receivable experience
Responsibilities
- Serve as a role model for safety, integrity, and customer satisfaction
- Lead the 180‑Day Renewal Process
- Follow the prescribed renewal cadence
- Update renewal estimates and agreements for accuracy, growth opportunities, and customer needs
- Assess Planned Service Agreement (PSA) performance and contract health
- Support key financial metrics and strategic initiatives
- Complete PSA financial analysis, backlog review, and billing oversight
- Work closely with internal teams and customers to reduce attrition, drive timely renewals, and expand offerings
- Collaborate with Service Managers, Customer Resource Coordinators and Owner Direct Sales
- Support customer dispute resolution and action plans for at‑risk accounts
- Create and manage customer touchpoints and relationship tasks
- Focus on professional development aligned with the Johnson Controls Leader Expectations Model
- Coordinate the scheduling, tracking, and monitoring of customer touchpoint plans and renewal cycle activities
- Assist with preparing yearly and monthly execution plans for PSA scheduled service visits
- Communicate service delivery plans directly to customers
- Build and maintain long‑term customer relationships through on‑site visits, calls, and preferred communication methods
- Confirm work completion meets customer expectations; address or escalate concerns as needed
- Participate in monthly business reviews, providing updates on PSA performance, profitability, receivables, and customer satisfaction
- Ensure account information in CRM is accurate and up to date
Benefits
- Competitive salary and performance-based incentives
- Short-Term Incentive pay
- Paid time off: 10 vacation days in your first year, plus 5 sick days and 3 flex holidays, in addition to JCI’s observed holidays
- Comprehensive benefits package (medical, dental, vision, 401K) – available Day One
- Encouraging and collaborative team environment
- Commitment to safety through our Zero Harm policy
- Career growth opportunities with a global industry leader
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
