HVAC Customer Service Representative

Johnson Controls•New Cumberland, PA

10d•$32 - $42•Onsite

About The Position

Unleash your potential with the Johnson Controls team. As a global leader in smart, healthy, and sustainable buildings, we are committed to reimagining building performance to serve people, places, and the planet. Join a team that values your voice, supports your growth, and gives you the opportunity to make a real impact through meaningful work. At Johnson Controls, you will be part of a culture that encourages collaboration, learning, and service excellence while supporting the physical, financial, and emotional wellbeing of our employees. Role Overview Under general supervision, the HVAC Customer Service Representative coordinates customer service requests from initiation through completion, supports technician scheduling and dispatch activities, and helps keep service operations running smoothly. This role also supports customer communication, inventory and order tracking, account maintenance, and related administrative workflows that help deliver a responsive customer experience.

Requirements

High school diploma or equivalent; an Associate of Arts degree or college degree is preferred.
Five years of administrative experience with a background in sales, operations, and/or administration.
Knowledge of or experience with a CRM tool such as Siebel or Salesforce.com.
Ability to analyze issues quickly, solve problems with a high degree of accuracy, and provide practical solutions.
Strong organizational skills with the ability to multi-task and establish work priorities.
Excellent communication skills and the ability to work patiently and professionally with all levels of end users.
Self-motivated, detail-oriented, and able to work independently with minimal supervision.
Ability to influence diverse teams to accomplish tasks and goals.
Proficiency with advanced Microsoft Word, Excel, PowerPoint, and internet business applications.
Ability to work designated hours with strong attendance and reliability.

Nice To Haves

Experience in a call center environment is preferred.
Experience supporting service scheduling or dispatch operations in an HVAC or field service environment.
Familiarity with parts ordering, purchase orders, inventory tracking, and vendor coordination.
Experience with customer account maintenance, reporting, or basic project accounting and costing principles.

Responsibilities

Receive customer service requests and coordinate scheduling support from initiation through completion.
Support efficient technician dispatching and on-call scheduling in partnership with service and technical leaders.
Track customer orders, shipments, branch inventory, vehicle inventory, and truck stock counts.
Assist with customer surveys, connected system follow-up, and account updates.
Generate reports and maintain service-related documentation, including inspection paperwork and other tracking records.
Support parts ordering, purchase order creation, shipment follow-up, and invoice issue resolution with vendors and internal teams.
Set up new customer accounts, maintain customer bill-to information, and assist with AR and AP tasks as directed.
Help coordinate specialty tool returns, COI requests, new truck creations, inventory trunk closures, vendor setup, fleet support, and uniforms.
Partner with the Service Team Manager to help ensure work is scheduled ahead of time and completed to customer expectations.
Review service team activity and adjust follow-up actions as needed to help improve customer satisfaction and operational efficiency.
Own your work with accountability, accuracy, and a strong focus on customer impact.
Stay close to the daily service workflow, removing obstacles quickly and keeping requests moving without unnecessary delay.
Use clear, timely communication with customers, technicians, vendors, and internal partners to keep everyone aligned.
Apply careful attention to detail when updating schedules, inventories, account information, and service records.
Look for better ways to organize work, solve problems, and improve service outcomes every day.
Work as one team, sharing information, building trust, and supporting diverse partners to accomplish shared goals.
Use CRM and service systems consistently to track work, document changes, and maintain visibility across active requests.
Balance priorities across scheduling, reporting, inventory, and customer follow-up while maintaining a professional and patient approach.