HVAC Customer Service Representative

Johnson Controls; New Cumberland (Cumberland County); On-site; USD 44,000 - 58,000; Full time

Benefits offered by this job

401K

Medical insurance

Dental insurance

Vision care

Paid time off

Job summary

Johnson Controls is seeking an HVAC Customer Service Representative in Cumberland County, PA to coordinate customer requests, assist with technician scheduling, and track orders and inventory. You will communicate with customers, vendors, and internal teams to deliver responsive service and maintain accurate records.

You bring five years of admin experience, CRM knowledge (Siebel/Salesforce), and strong organizational and problem-solving skills.

Qualifications

• Five years of administrative experience in sales, operations, or administration.
• CRM experience with Siebel or Salesforce.
• Call center experience preferred.
• Excellent communication and organizational skills.
• Self-motivated, detail-oriented, able to work independently.

Responsibilities

• Receive and coordinate customer service requests from initiation to completion.
• Support technician scheduling and dispatch activities.
• Track orders, shipments, and inventory; maintain service records.
• Assist with AR/AP tasks and account maintenance as needed.
• Generate reports and coordinate vendor and internal communications.
• Help with new customer setups and bill-to information.

Skills

Communication skills

Organizational skills

Problem solving

Multitasking

Independent work

Attention to detail

Education

High school diploma or equivalent

Associate degree preferred

Tools

Siebel CRM

Salesforce CRM

Microsoft Office

Job description

Unleash your potential with the Johnson Controls team. As a global leader in smart, healthy, and sustainable buildings, we are committed to reimagining building performance to serve people, places, and the planet. Join a team that values your voice, supports your growth, and gives you the opportunity to make a real impact through meaningful work.

At Johnson Controls, you will be part of a culture that encourages collaboration, learning, and service excellence while supporting the physical, financial, and emotional wellbeing of our employees.

Role Overview

Under general supervision, the HVAC Customer Service Representative coordinates customer service requests from initiation through completion, supports technician scheduling and dispatch activities, and helps keep service operations running smoothly. This role also supports customer communication, inventory and order tracking, account maintenance, and related administrative workflows that help deliver a responsive customer experience.

Key Responsibilities

• Receive customer service requests and coordinate scheduling support from initiation through completion.
• Support efficient technician dispatching and on-call scheduling in partnership with service and technical leaders.
• Track customer orders, shipments, branch inventory, vehicle inventory, and truck stock counts.
• Assist with customer surveys, connected system follow-up, and account updates.
• Generate reports and maintain service-related documentation, including inspection paperwork and other tracking records.
• Support parts ordering, purchase order creation, shipment follow-up, and invoice issue resolution with vendors and internal teams.
• Set up new customer accounts, maintain customer bill-to information, and assist with AR and AP tasks as directed.
• Help coordinate specialty tool returns, COI requests, new truck creations, inventory trunk closures, vendor setup, fleet support, and uniforms.
• Partner with the Service Team Manager to help ensure work is scheduled ahead of time and completed to customer expectations.
• Review service team activity and adjust follow-up actions as needed to help improve customer satisfaction and operational efficiency.

How You Will Do It

• You will own your work with accountability, accuracy, and a strong focus on customer impact.
• You will stay close to the daily service workflow, removing obstacles quickly and keeping requests moving without unnecessary delay.
• You will use clear, timely communication with customers, technicians, vendors, and internal partners to keep everyone aligned.
• You will apply careful attention to detail when updating schedules, inventories, account information, and service records.
• You will look for better ways to organize work, solve problems, and improve service outcomes every day.
• You will work as one team, sharing information, building trust, and supporting diverse partners to accomplish shared goals.
• Use CRM and service systems consistently to track work, document changes, and maintain visibility across active requests.
• Balance priorities across scheduling, reporting, inventory, and customer follow-up while maintaining a professional and patient approach.

Qualifications

• High school diploma or equivalent; an Associate of Arts degree or college degree is preferred.
• Five years of administrative experience with a background in sales, operations, and/or administration.
• Knowledge of or experience with a CRM tool such as Siebel or Salesforce.com.
• Experience in a call center environment is preferred.
• Ability to analyze issues quickly, solve problems with a high degree of accuracy, and provide practical solutions.
• Strong organizational skills with the ability to multi-task and establish work priorities.
• Excellent communication skills and the ability to work patiently and professionally with all levels of end users.
• Self-motivated, detail-oriented, and able to work independently with minimal supervision.
• Ability to influence diverse teams to accomplish tasks and goals.
• Proficiency with advanced Microsoft Word, Excel, PowerPoint, and internet business applications.
• Ability to work designated hours with strong attendance and reliability.

Nice to Have

• Experience supporting service scheduling or dispatch operations in an HVAC or field service environment.
• Familiarity with parts ordering, purchase orders, inventory tracking, and vendor coordination.
• Experience with customer account maintenance, reporting, or basic project accounting and costing principles.

Why Join Us

The hiring hourly range for this role is $32.00-$42.00 per hour, based on education, experience, knowledge, skills, abilities, internal equity, and market data.

We offer competitive pay, paid vacation, holidays, and sick time, and a comprehensive benefits package including 401K, medical, dental, and vision care available from day one. You will also have access to extensive on-the-job and cross-training opportunities, a collaborative team environment, and support from leaders who value safety through our Zero Harm policy.