Johnson Controls
ClientServicesCoordinator
“Client Services Coordinator at Johnson Controls. Skills: Process management, Cross-functional coordination, Vendor/stakeholder management, Operational metrics, Resource planning, Continuous improvement, Customer service request coordination, Technician scheduling. Coordinate customer service requests from initiation to service completion. Maximize technical resource productivity and profitability by efficiently coordinating technician schedules and needs”
What You'll Achieve.
Maximize technical resource productivity and profitability; Ensure technical service work is completed in a reasonable timeframe and to the customer’s expectations; Enhance customer satisfaction in a cost-effective manner; Ensure completion in an established timeframe; Support call management activities and scheduling of tasks; Customer retention support
Industry & Context.
Resolve or escalate customer issues; Research and follow up on questions
What They're Looking For.
Must Have
Ability to perform work independently, Solid organizational and attention to detail skills, Interpersonal skills to effectively communicate with both internal and external clients, 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
Nice to Have
Associates degree, Minimum of 2-4 years of service industry experience managing service operations and/or service scheduling, Experience and/or basic project accounting or costing principals is desired
What You'll Do.
Coordinate customer service requests from initiation to service completion
Maximize technical resource productivity and profitability by efficiently coordinating technician schedules and needs
Partner with district management to ensure technical service work is completed in a reasonable timeframe and to the customer’s expectations
Analyze and assess technical team performance and adjust as needed to enhance customer satisfaction in a cost-effective manner
Receive customer requests for unscheduled or scheduled service
Determine customer needs and match appropriate Technician or Team Lead to the need
Communicate the action plan and services to be provided directly to the customer
Ensure work has been performed to the customer’s expectations and perform follow-up with the customer
Answer customer inquiries and resolve or escalate customer issues
Reconcile all service requests daily by billing service requests or answering inquiries from the billing team
Coordinate labor scheduling to align technician to the appropriate customer and service need
Maintain consistent communication with assigned Technicians
Follow up on activities to ensure completion in an established timeframe
Assist with creation of L&M quotations and service calls
Cut purchase orders for necessary material or subcontractor assistance
Develop and maintain viable long-term relationships with customers and subcontractors
Participate in business review meetings by preparing and discussing critical account information pertinent to current profitability status and customer satisfaction issues
Research and follow up on questions identified during monthly business review
Ensure that all customer account information required to support call management activities and scheduling of tasks are kept up to date
Facilitate administration of warranty claims
Answer incoming customer calls and resolve issues and/or take notes to pass to appropriate department
Perform other duties and administrative activities as assigned
How You'll Work.
Team & Collaboration
Partners effectively with the district management; Maintains consistent communication with assigned Technicians; Develops and maintains viable long-term relationships with customers and subcontractors; Participates in business review meetings; Able to influence diverse teams to accomplish tasks/goals
Communication Scope
Interpersonal skills to effectively communicate with both internal and external clients
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