Client Resource Coordinator 2

YDU JC Air Cond & Ref Inc.- Dubai; Phoenix (AZ); On-site; USD 29,000 - 37,000; Full time

Benefits offered by this job

Competitive benefits package

Job summary

Johnson Controls International plc. is seeking an on-site Customer Service Scheduler to coordinate service requests from initiation to completion, aligning technicians with customer needs and ensuring timely delivery of services.

You will communicate plans to customers and monitor satisfaction while supporting related administrative tasks. Ideal candidates have an associate degree (or equivalent) and 2-3 years in service operations, with strong organizational and interpersonal skills to manage

Qualifications

• Associate’s degree preferred, high school diploma or equivalent required.
• 2-3 years of service industry experience managing service operations and/or inspection.
• Strong organizational and attention to detail skills.
• Excellent interpersonal communication with internal and external clients.
• Ability to prioritize multiple projects, tasks and issues with tact and persistence.

Responsibilities

• Coordinates customer service requests from initiation to completion.
• Matches technicians or team leads to customer needs and communicates action plans.
• Ensures work meets customer expectations and follows up as needed.
• Handles inquiries, resolves or escalates issues, and reconciles requests daily.
• Plans PSA scheduled service visits and supports billing and forecasting activities.
• May guide and prioritize duties of Customer Service Agent Assistants.

Job description

What you will do

• Under general supervision, coordinates customer service requests, from initiation to service completion, and maximizing technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the Team Leads.
• Partners effectively with the Service Team 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 adjusts as needed to enhance customer satisfaction in a cost-effective manner.

How you will do it

• Receives customer requests for unscheduled or scheduled inspection.
• 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.
• Coordinates labor scheduling to align technician to the appropriate customer and service need.
• 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 creation of L&M quotations.
• Develops and maintains viable long-term relationships with customers and subcontractors.
• Prepares yearly, monthly and weekly execution plans for PSA scheduled service visits.
• Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e. outstanding claims, PSA variance, Accounts Receivable issues) 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.
• Supports business forecasting Processes change orders Business review support Billing support Customer retention support.
• Facilitates administration of warranty claims.
• May guide and prioritize the activities of the Customer Service Agent Assistants.
• Periodically performs duties of the Customer Service Agent Assistant as overflow demands.
• Other duties and administrative activities as assigned.

What we look for

• This is a Full Onsite Role Associate’s degree preferred, high school diploma or equivalent required, plus 2-3 years of service industry experience managing service operations and/or inspection.
• 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.

HIRING HOURLY RANGE

HIRING HOURLY RANGE: $21 -- $27 (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.)

Benefits

This position includes a competitive benefits package.

Hiring Process

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.

Equal Opportunity

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.

Company Overview

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.