HVAC TB Customer Service Coordinator

Johnson Controls•Columbia, SC

18h•$22 - $26

About The Position

Under general supervision, this role coordinates Cash and collections, employee safety statistics, tracks safety training, manages truck inventory counts, generates on-call schedules, assists with customer surveys, and follows up on connected system’s needs. The coordinator works with the Customer Relations Coordinator (CRC) to schedule customer service requests from initiation to service completion, aiming to maximize technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the Service and Technical Team Leaders. Responsibilities include generating and tracking customer orders, processing shipments, tracking branch and vehicle inventories, setting up new customer accounts, and working with vendors on invoice and shipment issues. The role partners effectively with the Service Team Manager to ensure technical service work is scheduled ahead of time and completed within a reasonable timeframe and to the customer’s expectations. It also involves analyzing and assessing technical team performance and making adjustments as needed to enhance customer satisfaction in a cost-effective manner.

Requirements

High school diploma or equivalent.
2 years of administrative experience with a background in Sales, Operations, and/or Administration.
Knowledge or experience with a CRM Tool such as Siebel or SalesForce.com.
Ability to analyze and solve problems with a high degree of accuracy.
Must be able to assess issues quickly and provide solutions.
Highly motivated self-starter with an eye for detail and excellent attendance/ability to work designated hours.
Desire to learn and work independently with minimal supervision.
Able to communicate effectively with all levels of end-users in a patient and friendly way to address questions/problems.
Ability to multi-task and establish work priorities.
Able to influence diverse teams to accomplish tasks/goals.
Proficient computer skills in Advanced Microsoft Word, Excel, PowerPoint, and Internet business application usage.

Nice To Haves

Associate of Arts Degree or College degree preferred.
Experience in a call center environment preferred.

Responsibilities

Coordinate Cash and collections.
Track employee safety statistics and safety training.
Track and manage truck inventory counts.
Generate on-call schedules.
Assist with customer surveys and follow up on connected system’s needs.
Schedule customer service requests from initiation to service completion.
Maximize technical resource productivity and profitability by efficiently scheduling and dispatching Technicians.
Generate and track customer orders.
Process shipments.
Track branch and vehicle inventories.
Set up new customer accounts.
Work with vendors on invoice and shipment issues.
Ensure technical service work is scheduled ahead of time and completed in a reasonable timeframe and to the customer’s expectations.
Analyze and assess technical team performance and adjust as needed to enhance customer satisfaction in a cost-effective manner.
Order materials for Material Only SRs and update SR to the proper status for invoicing.
Handle parts ordering for quoted jobs and SSVs as delegated.
Update the on-call list.
Track various reports, including Fire Alarm Inspection Papers.
Send quotes to customers.
Secure PO for deficiency quotes.
Maintain Customer Bill to Account Information.
Ensure Specialty tools have been returned.
Perform AR and AP tasking as directed by service leaders.
Request and send out Certificates of Insurance (COI).
Manage new truck creations.
Close Inventory Trunks.
Handle Vendor Set-up.
Manage Global Preferred Supplier List.
Handle Fleet related tasks.
Handle Uniform related tasks.