Johnson Controls Hiring for HVAC Customer Service Agent at Winnipeg, MB Full Time

Job Details

What you will do

Under general supervision from the Branch Service Manager, assists with coordination of customer service requests while maximizing technical resource productivity and profitability. Partners effectively with Service Managers and Customer Service Representative to support a successful service business.

Provides back up customer call handling, and safety administration as needed. Actively participates in accounts receivable activities such as collections and new customer authorizations. Provides administrative, day-to-day support in the service operational areas.

How you will do it

• Receives customer requests for unscheduled or scheduled service.
• Determines customer needs and matches appropriate skillset to the need.
• Coordinates with the Technician to communicate the action plan and services to be provided 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.
• Coordinate’s 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.
• Reconciles and invoices all service requests daily.
• May prepare and submit service billings in a special invoice format as defined by individual customer account special handling requirements.
• Assists with creation of L&M quotations, and placing orders, as needed.
• Prepares yearly, monthly, and weekly execution plans for PSA scheduled service visits.
• Participates in TB Business Review meetings by preparing and discussing critical account information pertinent to current profitability status and customer satisfaction issues. Researches and follows up on action items assigned.
• Maintains delivery standards consistent with Building Efficiency North America objectives for sustainable, profitable service growth through efficient execution of the work sold.
• Ensures that all customer account information required to support call management activities and scheduling are kept up to date in NxGen.
• Supports administration and resolution of warranty claims.
• Runs query reports, researches, and reconciles unaligned costs, such as labor hours, material purchases, expenses, and other service-related transactions.
• 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.
• Provide additional service and safety administration support, as assigned.

What we look for

• College degree preferred, high school diploma or equivalent required, plus a minimum of two years of service industry experience with service operations and / or scheduling.
• Must demonstrate the ability to follow direction and work independently while demonstrating solid organizational and attention to detail skills.
• Must have strong interpersonal skills to effectively communicate with both internal and external clients with a positive attitude.
• Able to prioritize work activities based upon financial impact to desired business goals.
• Able to positively represent Johnson Controls and communicate with others at varying levels.
• Able to influence diverse teams to accomplish tasks/goals.
• Able to use Service Management software and financial accounting systems.

Johnson Controls and each of its Canadian subsidiaries are committed to providing reasonable accommodations to applicants, candidates and employees with disabilities, in accordance with applicable human rights legislation and in Ontario, in accordance with the Accessibility for Ontarians with Disabilities Act (“AODA”). If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/careers.

Canada Diversity Statement

Information obtained from the questions below will allow Johnson Controls to track the diversity of our applicants, employee training opportunities, promotions and employee retention in order to identify and remove barriers to employment and advancement. With your consent, you may also be contacted by the employment equity officer to get your opinions about Employment Equity (EE) Programs.

You have the right to review, correct, or change information relating to you at any time and you can be assured that the information will not be used for unauthorized purposes.

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Persons with disabilities are those that have a long-term or recurring physical, mental, sensory, psychiatric or learning impairment and who consider themselves to be disadvantaged in employment by reason of that impairment, or believe that an employer or potential employer is likely to consider them to be disadvantaged in employment by reason of that impairment. This also includes persons whose functional limitations owing to their impairment have been accommodated in their current job or workplace.

An Aboriginal person is a North American Indian, Métis, or Inuit and/or a Treaty Indian or a Registered Indian and/or member of an Indian Band/First Nation.

Members of visible minorities are persons, other than Aboriginal peoples, who are non-Caucasian in race or non-white in colour, regardless of birthplace.