HVAC Customer Support Coordinator

Johnson Controls

72d • $24 - $34

About The Position

This is an onsite opportunity. Under direct supervision, tracks and provides direct support for the planned service agreement renewal process. Actively participates in accounts receivable activities such as collections and new customer authorizations. Provides back up customer call handling, as needed. Provides administrative, day to day support in the service operational areas. May be responsible for the scheduling, tracking, and monitoring of the touch point plans and the contract renewal life cycle process with the account owners. Escalate issues to appropriate individuals for timely follow-up as required. May require direct interaction with customers for follow-up to secure purchase orders or to meet special invoicing conditions. Updates the Service delivery plans as required by team. Runs query reports, researches, and reconciles unaligned costs, such as labor hours, material purchases, expenses and other service-related transactions. May prepare and submit service billings in a special invoice format as defined by individual customer account special handling requirements. Reconciliation of accounts payable exceptions as necessary. Research, resolves, or escalates accounts receivable disputes as outlined in the escalation process. Works with Accounts Receivables contact to assist with resolution of truck-based team A/R issues. Determines appropriate actions for timely resolution. If needed, will interact with Customer to resolve receivable issues. Processes invoice credits and re-bills, as necessary. Proactively contacts customers ensure customer satisfaction and a commitment to pay. Updates and retains customer account information related to special billing conditions, tax status, invoice approval contacts, billing addresses and special billing rates up to date. Support inventory control process including updating equipment asset transactions. Assist CSAs in resolution of warranty/SD warranty issues. Provide additional service administration support, as required.

Requirements

• Strong interpersonal skills to communicate effectively with clients.
• Ability to handle multiple projects and tasks simultaneously.
• Ability to prioritize work activities based on financial impact.
• Experience or knowledge of basic project accounting or costing principles.
• High school diploma or equivalent required.
• Three to five years of related work experience, preferably in a service & sales or technical environment.
• Proficient in Advanced Microsoft Word, Excel, ACCESS, and Internet business applications.
• Demonstrated ability to work independently with solid organizational skills.

Responsibilities

• Tracks and provides support for the planned service agreement renewal process.
• Participates in accounts receivable activities such as collections and new customer authorizations.
• Provides backup customer call handling as needed.
• Provides administrative support in service operational areas.
• Schedules, tracks, and monitors the contract renewal life cycle process.
• Escalates issues for timely follow-up.
• Interacts with customers for follow-up on purchase orders and invoicing conditions.
• Updates Service delivery plans as required.
• Runs query reports and reconciles unaligned costs.
• Prepares and submits service billings in special invoice formats.
• Reconciles accounts payable exceptions.
• Researches and resolves accounts receivable disputes.
• Processes invoice credits and re-bills.
• Proactively contacts customers to ensure satisfaction and commitment to pay.
• Updates customer account information related to billing conditions.
• Supports inventory control process.
• Assists in resolution of warranty issues.
• Provides additional service administration support.

Benefits

• Competitive benefits package.

What This Job Offers

• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees