Client Resource Coordinator

Johnson Controls, Inc.; Cedar Rapids (IA); On-site; USD 47,000 - 65,000; Full time

Benefits offered by this job

Competitive Starting Pay

Paid Training

Global Advancement Opportunities

Referral Bonuses

Comprehensive Benefits

Medical/Dental/Vision insurance

Health Savings Account

Life Insurance

401(k) with company match

Disability coverage

Employee Assistance Program

Wellness Program

Job summary

Johnson Controls, a global leader in building systems and energy efficiency, seeks a customer service coordinator to manage service requests and optimize technician schedules. You will liaise with district management to ensure timely, cost-effective service delivery and high customer satisfaction.

Responsibilities include coordinating labor, communicating plans to customers, resolving inquiries, and supporting billing and warranty processes.

Qualifications

• Associates degree preferred, high school diploma or equivalent required.
• 2–4 years of service industry experience managing service operations or scheduling.
• Strong interpersonal and communication skills for internal and external clients.
• Ability to prioritize many tasks with attention to detail and financial impact.
• Experience with project accounting or costing principles is a plus.
• Proficiency in Microsoft Excel for data analysis and large datasets.

Responsibilities

• Coordinate customer service requests from initiation to completion.
• Schedule technicians and manage labor resources to maximize productivity.
• Communicate action plans and services to customers and follow up on delivery.
• Resolve inquiries, escalate issues when needed, and ensure customer satisfaction.
• Reconcile service requests daily and assist with billing inquiries.
• Develop and maintain relationships with customers and subcontractors.
• Prepare and discuss critical account information in business reviews.
• Assist with warranty claims administration and related tasks.

Skills

Microsoft Excel

Education

Associates degree preferred

Job description

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

Visit johnsoncontrols.com for more information and follow @Johnsoncontrols on socialplatforms.

What we offer:

• Competitive Starting Pay
• Paid Training
• Global Advancement Opportunities
• Referral Bonuses
• Comprehensive Benefits
• Medical/Dental/Visioninsurance
• Health Savings Account (HSA)
• Life Insurance
• 401(k) savings plan with company match
• Short-Term and Long-Term Disability
• Employee Assistance Program
• Wellness Program
• AndMore!

What you will do

Under general supervision, coordinates customer service requests, from initiation to service completion, and maximizes technical resource productivity and profitability by efficiently coordinating technician schedules and needs.

Partners effectively with the district management to ensure technical service work is completed in a reasonable timeframe and to the customer’s expectations. Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction in a cost-effective manner.

How you will do it

• Receives customer requests for unscheduled or scheduled service. Determines customer needs and matches appropriate Technician or Team Lead to the need.
• Communicates 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, reconciles all service requests daily by billing service requests or answering inquiries from the billing team.
• Coordinates labor scheduling to align technician to the appropriate customer and service need.
• Maintains consistent communication with assigned Technicians.
• Follows up on activities to ensure completion in an established timeframe.
• Assists with creation of L&M quotations and service calls.
• Cuts purchase orders for necessary material or subcontractor assistance.
• Develops and maintains viable long-term relationships with customers and subcontractors.
• Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e., past due inspections, billable service work, scheduling obstacles) and customer satisfaction issues.
• Researches and follows up on questions identified during monthly business review.
• Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date.
• Business review support
• Billing support
• Customer retention support
• Facilitates administration of warranty claims.
• Answer incoming customer calls and resolve issues and/or takes notes to pass to appropriate department.
• Other duties and administrative activities as assigned.

What we look for

Required

• Associates degree preferred, high school diploma or equivalent required
• Preferred minimum of 2-4 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 principals is desired.
• Able to influence diverse teams to accomplish tasks/goals.
• Strong experience using Microsoft Excel to create and manage spreadsheets, track and analyze data, and maintain large datasets outside of database systems.

HIRING HOURLY RANGE: $22.64 - 31.15 (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. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us

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