HVAC Customer Service Agent

Job title: HVAC Customer Service Agent

Company: Johnson Controls

Job description: What you will do:

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

• Duties are assigned at local level and will include some of the below:
• Ensures work has been performed to customer’s expectations and performs follow-up with the customer, as needed.
• Reviews labor scheduling to align technician to the appropriate customer and service need
• 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, as needed.
• Prepares yearly, monthly and weekly execution plans for service agreements
• Participates in 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 are kept up to date
• 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 administration support, as assigned.

What we look for:

Required

• College degree preferred, high school diploma or equivalent required
• 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

Expected salary:

Location: Hamilton, ON

Job date: Fri, 29 Jan 2021 23:22:39 GMT