Client Resource Coordinator 4

Johnson Controls; Denver (CO); On-site; USD 62,000 - 83,000; Full time

Benefits offered by this job

Competitive benefits package

Job summary

Johnson Controls is seeking a Service Operations Coordinator in Denver to coordinate customer service requests from initiation to completion, schedule Technicians and Team Leads, and maximize resource productivity. You will work with the Service Team Manager to ensure timely, cost-effective service and customer satisfaction.

The role requires 3–5 years in a service operations environment, strong organizational skills, and the ability to manage multiple tasks.

Qualifications

• Associate’s degree preferred plus 3–5 years of service industry experience managing service operations and/or inspection.
• Strong interpersonal skills to communicate with internal and external clients.
• Ability to prioritize multiple projects and tasks with tact and persistence.
• Experience in project accounting or costing principles is desirable.

Responsibilities

• Coordinate scheduling of Technicians and Team Leads to align with customer needs.
• Communicate action plans and services to customers.
• Ensure work meets customer expectations and perform follow-up as needed.
• Reconcile service requests daily and support PSA/billing processes.
• Develop long-term relationships with customers and subcontractors.

Skills

Customer service

Scheduling

Communication

Operations

Education

Associate degree preferred

High school diploma or equivalent

Job description

Johnson Controls is a world leader in smart buildings, creating safe, healthy and sustainable spaces. For more than 140 years, we’ve made buildings better and now we’re transforming them again with our award-winning digital technologies and services. We’re using artificial intelligence and data driven solutions to give you deeper insight into your building’s health, sustainability and performance. It’s changing the way we design, operate and maintain indoor environments and driving to a new era of autonomous buildings. We deliver the blueprint of the future for industries such as healthcare, schools, data centers, airports, stadiums, hotels, manufacturing and beyond through OpenBlue, our comprehensive suite of connected solutions. Johnson Controls offers the world’s largest portfolio of building technology, software and services. We are helping customers achieve their sustainability goals and power their mission.

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

• Associate’s degree preferred, high school diploma or equivalent required, plus 3-5 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: $30 -- $40 (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

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.