Client Resource Coordinator

Johnson Controls; Richland (MS); On-site; USD 29,000 - 40,000; Full time

Job summary

Johnson Controls is seeking a Scheduler in Richland, Mississippi to plan and optimize service work. You will allocate technician schedules using an AI platform, communicate updates to customers, and monitor progress to meet commitments.

The role requires strong communication, organization, and 2+ years in customer service, with Oracle experience preferred. The position comes with a competitive benefits package and the chance to contribute to reliable building services across diverse industries.

Qualifications

• 2 years of customer service experience.
• Excellent written and verbal communication.
• Strong organizational and multitasking skills.
• Experience coordinating/scheduling in a service-related industry.
• Experience with Oracle systems preferred.

Responsibilities

• Schedule and optimize service work with technicians using the AI Scheduling Platform.
• Communicate schedules directly to customers and update status as needed.
• Reconcile external/internal customer requests daily and resolve issues or escalate when necessary.
• Support billing, service reviews, and customer retention activities.

Skills

Customer Service

Communication

Organization

Scheduling

Excel Skills

Education

Associates or Bachelor's

Tools

Oracle

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.

What you will do

This position will be responsible for the scheduling and optimization of service work. Scheduler will have the responsibility of ensuring all customer commitments are met in-regard to service delivery. Utilize an AI Scheduling Platform (SEDU) to create technician schedules and help identify changes, updates, and maintenance of daily technician activities. Communicate and resolve issues with customers and personnel regarding the scheduling of service repair work. Alert leadership of potential problems resulting from customer or field complaints and work to resolve. Measure branch activity and compliance with program initiatives, identify areas that require improvement, and develop and implement action plans with branch/region management. Monitor effectiveness and take corrective actions as required. Demonstrate the ability to prioritize scheduling backorders in addition to tracking and resolving customer issues. Reassign work as needed to manage customer's expectations making judgements based on current workloads and priorities. Monitor Technician activity and schedules ensuring that customer commitments are met, clearly communicate status changes back to the customer in-regards to early or late anticipated arrivals.

How you will do it

• Receives customers, electrical contractors, Project Mangers, and or Project Coordinators requests for unscheduled or scheduled work.
• Determines customer needs and matches appropriate Technician with assistance from the Operations / install team leads as needed.
• Communicates the schedule 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 external and internal customer requests daily.
• Coordinates labor scheduling to align technicians to the appropriate customer and required licensing if required with assistance from the Operations / install team leads as needed.
• Ensures Technicians are provided updated daily schedules via the scheduling platform prior the next day and are provided details of the projects , scope and contact information with assistance from Project Mangers, Project Coordinators and Operations / install team leads.
• Maintains consistent communication with assigned Technicians.
• Follows up on activities to ensure completion in an established timeframe.
• Maintains and manages multiple Installation email INBOXES for Daily Construction reports, Installation NFPA 72 Record of Completion documents and Test and Inspection reports.
• Develops and maintains viable long-term relationships with customers, electrical contractors and subcontractors.
• Participates in weekly Operations/ Installation meetings by preparing and discussing Scheduling status and customer satisfaction positive and or negative issues.
• Researches and follows up on questions identified during monthly business review.
• May work with the Service Scheduling team for requests to maintain installation technicians utilization and or special situations for scheduling.
• Business review support.
• Billing support.
• Customer retention support.
• Answer incoming customer calls and resolve issues and/or take notes to pass to appropriate department.
• Other duties and administrative activities as assigned.

Qualifications – External Qualifications –What we look for

Required:

• 2 Years Customer Service Experience
• Expert Communication Skills
• Expert Organizational Skills
• Coordinating/Scheduling in a service-related Industry
• Intermediate Excel Skills

Minimum Qualifications/Skills:

• 2 years customer service experience
• Associates or Bachelors preferred
• Experience working in a JCI District Office or in a fast-paced work environment
• Excellent written and communication skills
• Use of Oracle systems preferred
• Product knowledge of life safety (Fire Alarm & Sprinkler) equipment preferred

HIRING HOURLY RANGE: $21-$29 (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 bac ground 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

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law.

To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.

Johnson Controls: Enhancing the Intelligence of Buildings Your buildings have a purpose. They are places for people to live or work. Facilities for learning or healing. Venues for entertainment and shopping. Sites for the specialized storage of tangible goods or mission‑critical data. Your buildings have a huge variety of functions; they are central to your mission. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.