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HVAC Customer Service Agent

Company: Johnson Controls
Location: Pasadena
Posted on: November 22, 2021

Job Description:

What you will do: Under general supervision from the Branch Operations Manager, coordinates customer service requests, from initiation to service completion, and maximizes technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the Service Manager and Team Leads. Partners effectively with the Service Manager to ensure technical service work is completed in a reasonable timeframe and to the customer's expectations. Analyzes and assesses technical team performance and makes adjustments as needed to enhance customer satisfaction in a cost-effective manner.

  • Receives customer requests for unscheduled or scheduled service. Determines customer needs and matches appropriate Technician or Team Lead to the need. Communicate the action plan and services to be provided directly 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.
  • Upon completion, reconcile all service requests daily.
  • Coordinates labor scheduling to align technicians to the appropriate customer and service needs. Ensures Technicians are provided daily schedules. Maintains consistent communication with assigned Technicians. Follows up on activities to ensure completion in an established timeframe.
  • Assists with the creation of labor and material job quotations.
  • Develops and maintains viable long-term relationships with customers and subcontractors.
  • Prepares yearly, monthly and weekly execution plans for the planned service agreement, scheduled service visits.
  • Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e. outstanding claims, contract variance, and Accounts Receivable issues) and customer satisfaction issues. Researches and follows up on questions identified during the monthly business reviews.
  • Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in the Service database.
  • Facilitates administration of warranty claims.
  • Other duties and administrative activities as assigned
    • Associate's degree preferred, high school diploma or equivalent required,
    • minimum of five years of service industry experience managing service operations and/or service scheduling.
    • Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
    • Must have strong interpersonal skills to effectively communicate with both internal and external clients.
    • Must have the ability to simultaneously handle a large and diverse number of projects, tasks, and issues with tact, cooperation, and persistence.
    • Able to prioritize work activities based upon financial impact to desired business goals.
    • Experience and/or basic project accounting or costing principles is desired.
    • Able to influence diverse teams to accomplish tasks/goals.

Keywords: Johnson Controls, Pasadena , HVAC Customer Service Agent, Professions , Pasadena, Texas

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