Client Services Representative 1

Johnson Controls, Inc.; Jacksonville (FL); On-site; USD 32,000 - 41,000; Full time

Benefits offered by this job

Competitive benefits package

Hybrid option after training

Job summary

Johnson Controls, Inc. is seeking a Scheduler to coordinate service and inspections in Jacksonville, FL. You will use ACE/Oracle to assign work to technicians, prioritizing priorities, territories, and availability. Training is onsite with potential for hybrid work after training.

The role requires 1–2 years of customer service experience, strong Excel/MS Office skills, and the ability to thrive in a fast-paced environment. A benefits package is offered.

Qualifications

• 1–2 years of customer service experience.
• Excellent communication skills.
• Prominent level of organization.
• Strong with Excel and Microsoft Office.
• Comfortable working in a fast-paced environment.

Responsibilities

• Schedule and optimize service and inspections work to meet customer commitments.
• Use ACE/Oracle to assign inspections based on technician skills, territory, availability and proximity.
• Communicate with customers and field staff to resolve scheduling issues and alert management of problems.
• Monitor branch activity and implement action plans with management to improve performance.
• Track technician activity and ensure updates are provided to customers about arrival times and status.

Skills

Customer service experience

Excellent communication

Strong organizational skills

Proficient in Excel

MS Office proficiency

Education

Associate or Bachelor’s degree preferred

Tools

ACE/Oracle systems

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 and inspections work. The scheduler will have the responsibility of ensuring all customer commitments are met regarding service and inspections delivery.

How you will do it

• Utilize the automated scheduler functionality in Oracle (ACE) and assign inspections to the optimal technician based on skills, territories, customer preferred technician (if applicable), availability of the technician, service contract response time, criticality of the call and proximity to the customer.
• Communicate and resolve issues with customers and personnel regarding the scheduling of service repair work. Alert management 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 regarding early or late anticipated arrivals.
• Resolve billing questions and invoice service work after the repair has been completed.
• All other duties as assigned.

What we look for

Full time onsite during Training. After Training - Potential Hybrid

Required

• 1-2 years of customer service
• Excellent communication skills
• Prominent level of organization
• Strong with Excel and Microsoft Office
• Comfortable working in a fast-paced environment

Preferred

• Associates or Bachelor’s preferred
• Use of ACE/Oracle systems preferred
• Product knowledge of life safety (Suppression, fire & sprinkler) equipment preferred
• Experience with accounts receivable and billing
• Coordinatorexperience

HIRING HOURLY RANGE: $23-$30 (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