HVAC TB Customer Support Coordinator

What you will do

Under general supervision from the Branch Operations Manager and / or Service Manager,assistswith 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.

Activelyparticipatesin accounts receivable activities such as collections and new customer authorizations. Providesback upcustomer call handling, as needed. Provides administrative, day-to-day support in the service operational areas.

How you will do it

• Determinescustomer needs and matchesappropriate skillsetto 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, asappropriate.

• Reconciles and invoices all service requests daily.

• May prepare andsubmitservice billings in a special invoice format as defined by individual customer account special handling requirements.

• Assistswith creation of L&M quotations, as needed.

• HelpsPrepares 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.Researchesand follows up on action items assigned.

• Maintains delivery standards consistent with Building Efficiency North Americaobjectivesfor sustainable, profitable service growth through efficient execution of the work sold.

• Ensures that all customer account informationrequiredto 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 toassistwith resolution of truck-based team A/R issues. Determinesappropriate actionsfortimelyresolution. If needed, will interact with Customer to resolve receivable issues. Processes invoice credits and re-bills, as necessary. Proactivelycontactscustomersensurecustomer satisfaction and a commitment to pay.

• Updates andretainscustomer account information related to special billing conditions, tax status, invoice approvalcontacts, billing addresses and special billing rates up to date.

• Support inventory control process including updating equipment asset transactions.

• Provideadditionalservice administration support, as assigned.

What 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.

• Mustdemonstratethe ability to follow direction and work independently whiledemonstratingsolid 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 uponfinancial impactto desired business goals.

• Able to positivelyrepresentJohnson Controls and communicate with others at varying levels.

• Able to influence diverse teams toaccomplishtasks/goals.

• Able to use Service Management software and financial accounting systems.