Hvac TB Customer Resource Coordinator

Johnson Controls • Greenville, WI

401d • Onsite

About The Position

The HVAC Customer Resource Coordinator at Johnson Controls is responsible for managing customer service calls and scheduling for technicians and mechanics. This role involves ensuring timely completion of preventative maintenance, coordinating with the service team, and enhancing customer satisfaction through effective communication and performance analysis.

Requirements

• Direct supervision of the Area Resource Manager.
• Experience in scheduling and coordinating service calls.
• Ability to analyze and assess team performance.
• Strong communication skills to interact with customers and technicians.
• Proficiency in using scheduling software, preferably NxGen.

Nice To Haves

• Experience in HVAC service coordination.
• Familiarity with customer service best practices.
• Ability to work in a fast-paced environment.

Responsibilities

• Receive and schedule customer calls for service.
• Manage the schedule of assigned technicians and mechanics.
• Ensure timely completion of preventative maintenance and align with monthly forecasting goals.
• Debrief activities of assigned technicians/mechanics daily.
• Coordinate with technicians/mechanics to resolve concerns quickly.
• Partner with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe.
• Analyze and assess technical team performance to enhance customer satisfaction cost-effectively.
• Collaborate with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs through the appropriate business process.
• Communicate action plans and services directly to customers.
• Perform follow-up with customers as needed to ensure satisfaction.
• Maintain consistent communication with assigned technicians and follow up on activities to ensure completion in an established timeframe.
• Ensure all customer account information is kept up to date in NxGen.

Benefits

• Equal employment opportunity and affirmative action employer.
• Encouragement for qualified females, minorities, and veterans to apply.

What This Job Offers

• Job Type: Full-time
• Industry: Specialty Trade Contractors
• Education Level: No Education Listed