HVAC TB Customer Support Coordinator

HVAC TB Cust Support CoordBuild your best future with the Johnson Controls team As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet.  Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away! What we offer Competitive salary  Paid vacation/holidays/sick time Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one  Extensive product and on the job/cross training opportunities with outstanding internal resources Encouraging and collaborative team environment Dedication to safety through our Zero Harm policy Company vehicle (as applicable), Tools, and Equipment to complete all jobs Providing Scheduling and management support JCI Employee discount programs (The Loop by Perk Spot) Check us Out: A Day in the Life of the Building of the Future you will do  Under general supervision from the Branch Operations Manager and / or Service Manager, assists with coordination of customer service requests, from order to cash, while maximizing technical resource productivity and profitability.  Partners effectively with Service Managers and Customer Service Representative to support a successful service business.    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.     How you will do it   Determines customer needs and matches appropriate skillset to the need.  Coordinates with the Technician to communicate the action plan and services to be provided to the customer. Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed.  Answers any customer inquiries and resolves or escalates customer issues, as appropriate.    Reconciles and invoices all service requests daily.   May prepare and submit service billings in a special invoice format as defined by individual customer account special handling requirements.    Assists with creation of L&M quotations, as needed.   Helps Prepares yearly, monthly, and weekly execution plans for PSA scheduled service visits.    Participates in TB Business Review meetings by preparing and discussing critical account information pertinent to current profitability status and customer satisfaction issues.  Researches and follows up on action items assigned.   Maintains delivery standards consistent with Building Efficiency North America objectives for sustainable, profitable service growth through efficient execution of the work sold.   Ensures that all customer account information required to support call management activities and scheduling are kept up to date in NxGen.   Supports administration and resolution of warranty claims.    Runs query reports, researches, and reconciles unaligned costs, such as labor hours, material purchases, expenses, and other service-related transactions.    Reconciliation of accounts payable exceptions, as necessary.    Researches, 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.    Provide additional service administration support, as assigned.     HIRING HOURLY RANGE: Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. This position includes a competitive benefits package. For details, please visit the Employee Benefits tab on our main careers page at we look for  REQUIREMENTS:    College degree preferred, high school diploma or equivalent required, plus a minimum of two years of service industry experience with service operations and / or scheduling.   Must demonstrate the ability to follow direction and work independently while demonstrating solid organizational and attention to detail skills.   Must have strong interpersonal skills to effectively communicate with both internal and external clients with a positive attitude.   Able to prioritize work activities based upon financial impact to desired business goals.   Able to positively represent Johnson Controls and communicate with others at varying levels.   Able to influence diverse teams to accomplish tasks/goals.   Able to use Service Management software and financial accounting systems.  

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