HVAC Customer Service Representative

Johnson Controls, Inc.; Rocky Hill (CT); On-site; USD 49,000 - 67,000; Full time

Benefits offered by this job

Competitive benefits package

Job summary

Johnson Controls, Inc. is seeking a Service Administration support professional to assist with contract renewal processes, accounts receivable tasks, and customer interface under supervision.

The role involves tracking renewal cycles, aiding in invoicing, and resolving AR issues to ensure timely payments. The ideal candidate has strong interpersonal skills, a high school diploma, 3–5 years of related experience, and proficiency with MS Office and basic accounting concepts.

Qualifications

• Must have strong interpersonal skills to effectively communicate with both internal and external clients.
• High school diploma or equivalent required, plus 3–5 years of related work experience.
• Ability to handle a large and diverse number of projects and tasks with tact and persistence.
• Ability to prioritize work activities based on financial impact to business goals.
• Proficient with Word, Excel, Access, Desktop Publishing and Internet business applications.
• Ability to work independently with strong organizational and attention to detail.
• Experience in contract financials is required.

Responsibilities

• Track and support the planned service agreement renewal process under direct supervision.
• Participate in accounts receivable activities including collections and new customer authorizations.
• Provide back-up customer call handling and day-to-day service operations support.
• Schedule, track and monitor touch point plans and renewal life cycle with account owners.
• Escalate issues for timely follow-up and coordinate with customers to secure purchase orders.

Skills

Interpersonal skills

Multitasking

Prioritization

MS Office

Word

Excel

Access

Desktop Publishing

Internet business apps

Contract financials

Education

High school diploma or equivalent

Associate’s degree preferred

Tools

Word

Excel

Access

Desktop Publishing

Internet business applications

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

Under direct supervision, tracks and provides direct support for the planned service agreement renewal process. Actively participates in accounts receivable activities such as collections and new customer authorizations. Provides back up customer call handling, as needed. Provides administrative, day to day support in the service operational areas.

How you will do it

• Responsible for the scheduling, tracking and monitoring of the touch point plans and the contract renewal life cycle process with the account owners.

• Escalate issues to appropriate individuals for timely follow-up as required.

• May require direct interaction with customers for follow-up to secure purchase orders or to meet special invoicing conditions.

• Updates the Service delivery plans as required by team.

• Runs query reports, researches and reconciles unaligned costs, such as labor hours, material purchases, expenses and other service related transactions.

• May prepare and submit service billings in a special invoice format as defined by individual customer account special handling requirements.

• Reconciliation of accounts payable exceptions as necessary.

• Researches, resolves or escalates accounts receivable disputes as outlined in the escalation process.

• Works with Accounts Receivables contact to assist with resolution of truck based team A/R issues.

• Determines appropriate actions for timely resolution.

• If needed, will interact with Customer to resolve receivable issues.

• Processes invoice credits and re-bills, as necessary.

• Proactively contacts customers ensure customer satisfaction and a commitment to pay.

• Updates and retains customer account information related to special billing conditions, tax status, invoice approval contacts, billing addresses and special billing rates up-to-date.

• Support inventory control process including updating equipment asset transactions.

• Assist CSAs in resolution of warranty/SD warranty issues.

• Provide additional service administration support, as required.

What we look for

Required

• Must have strong interpersonal skills to effectively communicate with both internal and external clients.

• High school diploma or equivalent required, plus three to five years of related work experience, preferably within a service / sales, or technical work environment.

• Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.

• Ability to prioritize work activities based upon financial impact to desired business goals.

• Must have proficient computer skills within the following applications: Advanced Microsoft Word, Excel, ACCESS, Desktop Publishing and Internet business application usage.

• Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.

• Experience in contract financials required.

Preferred

• Associate’s degree preferred,.

• HVAC experience preferred.

• Accounts receivable experience preferred.

• Experience and/or basic project accounting or costing principals is desired.

HIRING HOURLY RANGE: $35.28-48.37 (Hourly rate to be determined by the education, experience,knowledge, skills, and abilities of the applicant, internal equity, and alignment with marketdata.) This position includes a competitive benefits package. The posted salary range reflectsthe target compensation for this role. However, we recognize that exceptional candidatesmay bring unique skills and experiences that exceed the typical profile. Tosupport an efficient and fair hiring process, we may use technology assisted tools, includingartificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions areultimately 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