HVAC Customer Services Representative

Responsibilities

• 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 backup customer call handling, as needed
• Provides administrative, day-to-day support in the service operational areas
• 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 the 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 Customers to resolve receivable issues
• Processes invoice credits and re-bills, as necessary
• Proactively contacts customers to 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
• Support inventory control process including updating equipment asset transactions
• Provide additional service administration support, as required

Qualifications

• 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
• 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 is required

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.