HVAC Customer Service Coordinator

Johnson Controls; Columbia (SC); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking an HVAC Customer Service Coordinator to join their dynamic team. This role involves managing customer service requests, scheduling technicians, and ensuring high-quality service delivery. The ideal candidate will possess strong organizational and interpersonal skills, enabling them to effectively communicate with clients and coordinate service operations. With a commitment to creating purposeful solutions, this company offers a supportive environment where you can grow and succeed in your career. If you are passionate about customer service and thrive in a collaborative setting, this opportunity is perfect for you.

Benefits

Competitive Starting Pay

Paid Training

Global Advancement Opportunities

Company Vehicle

Referral Bonuses

Comprehensive Benefits

Medical/Dental/Vision Insurance

Health Savings Account (HSA)

Life Insurance

401(k) Savings Plan with Company Match

Qualifications

• 2-5 years of service industry experience managing service operations.
• Ability to work independently with strong attention to detail.

Responsibilities

• Schedule and manage customer service calls and technician assignments.
• Coordinate labor scheduling and ensure timely service delivery.

Skills

Organizational Skills

Interpersonal Skills

Customer Service

Problem Solving

Education

High School Diploma

Associate's Degree

Tools

NxGen

Job description

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Be part of the future!

We are one team, dedicated to working collaboratively to create purposeful solutions that propel the world forward. We hope you will join our diverse team of top people – you bring your talent, and we will give you the space and opportunities to grow and succeed. We are committed to making a difference.

***This is an onsite position***

Be part of the future!

We are one team, dedicated to working collaboratively to create purposeful solutions that propel the world forward. We hope you will join our diverse team of top people – you bring your talent, and we will give you the space and opportunities to grow and succeed. We are committed to making a difference.

What We Offer

• Competitive Starting Pay
• Paid Training
• Global Advancement Opportunities
• Company Vehicle (as applicable)
• Referral Bonuses
• Comprehensive Benefits
• Medical/Dental/Vision insurance
• Health Savings Account (HSA)
• Life Insurance
• 401(k) savings plan with company match
• Short-Term and Long-Term Disability
• Employee Assistance Program
• Wellness Program
• And More!
  
  

What You Will Do

Under direct supervision of the Pod Team Manager (Customer Service Dispatch Supervisor), receives and schedules customer calls for service. Manages schedule of assigned technicians and mechanics. Ensures schedule allows for timely completion of preventative maintenance and aligns with monthly forecasting goals. Debriefs activities of assigned technicians/mechanics daily, coordinating with technicians/mechanics to resolve concerns quickly. Assesses job completion and collaborates with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs through the appropriate business process.

How You Will Do It

• Receives customer requests for unscheduled or scheduled service.
• Coordinates labor scheduling to align technician to the appropriate customer and service 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.
• Debrief activities daily
• Ensures Technicians are provided daily schedules. Maintains consistent communication with assigned Technicians. Follows up on activities to ensure completion in an established timeframe.
• Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in NxGen.
• Scheduled Service Visits – on time
• Parts ordering/PO creation support
• Start-up support
• Customer PO confirmation
• WIP Management
• Auto SR quotes
• Reconcile exceptions (SIR and AP)
• Attend weekly planning/scheduling meeting
• Service + rewards
• Assist with monitoring of time and expense reporting submission
• Review and correct unassociated time for timesheets for technicians
• Other duties and administrative activities as assigned.
  
  

Required

What we look for:

• High school diploma or equivalent required, plus two to five years of service industry experience managing service operations and/or service scheduling.
• 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.
• Able to influence diverse teams to accomplish tasks/goals.
  
  

Preferred

• Associates degree preferred
• Experience and/or basic project accounting or costing principals is desired

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Industrial Machinery Manufacturing

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