Client Resource Coordinator 5

Johnson Controls, Inc.; Allentown (Lehigh County); On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

Competitive benefits package

Job summary

Johnson Controls, Inc. is seeking an experienced customer service coordinator in Allentown, PA to convert requests into actionable technician dispatches. You will work with the Service Team Manager to ensure timely completion and customer satisfaction, while monitoring profitability and operational performance.

The role requires strong communication, multitasking, and organizational skills, with 3–5 years of service operations experience. Competitive benefits are offered with hourly compensation.

Qualifications

• Associate degree preferred or high school diploma with 3–5 years service ops experience.
• Strong organizational and attention to detail required.
• Excellent interpersonal and verbal/written communication skills required.
• Ability to manage multiple projects, tasks and issues with tact and persistence.
• Ability to prioritize work activities by financial impact to business goals.
• Experience with basic project accounting or costing principles is desired.

Responsibilities

• Coordinate customer service requests from initiation to completion.
• Schedule and dispatch Technicians with guidance from Team Leads.
• Communicate action plans and services directly to customers.
• Ensure work meets customer expectations and perform follow-ups as needed.
• Reconcile service requests daily and manage labor scheduling.
• Assist with creation of L&M quotations and maintain customer relationships.
• Prepare execution plans for PSA visits and support business reviews.
• Support forecasting, billing, warranty processes and customer retention.

Skills

Interpersonal skills

Organizational skills

Attention to detail

Time management

Prioritization

Project accounting basics

Communication

Influence diverse teams

Education

Associate’s 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 -- $35 (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