Customer Operations Associate

7 months ago

Richmond Hill, Canada Johnson Controls Full time

**Unleash your potential with the Johnson Controls team**:
As a global leader in smart, healthy, and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places, and the planet. **Join our winning team and pave the way for a bright future. **With our extensive reach across various industries worldwide, our teams are uniquely positioned to support and empower you. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional well-being.

Join the Johnson Controls family and thrive in a culture that values your voice and ideas.

**Your next incredible opportunity is just a few clicks away**

**Here's what we have to offer**
- Competitive pay. Commission/bonus plan (Optional).
- Paid vacation, holidays, and sick time.
- Comprehensive benefits package, including retirement savings plan, medical, dental, and vision care - available from day one.
- Extensive product and on-the-job/cross-training opportunities, supported by our outstanding internal resources.
- Encouraging and collaborative team environment.
- Dedication to safety through our Zero Harm policy.
- JCI Employee discount programs (The Loop by Perk Spot).
- Company vehicle, tools, and equipment provided to complete all jobs.
- Scheduling and management support.

**What you will do**

Under general supervision, coordinates all contract scheduling, revenue forecasting, billings, collections, subcontract creation, and resource planning with guidance from the Operations Team Leaders. Partners effectively with the Operations Team Manager(s) to ensure financial commitments are met monthly, quarterly, and annually. Ensures work performed complies with state, local, federal, and legal requirements and operates with the highest of ethics and all work is completed in a reasonable timeframe. Analyzes and assesses operations agent team performance and makes adjustments as needed to enhance operations performance in a cost-effective manner. Develops relationships with our subcontractors and customers to facilitate payables and receivables effectively.

**How you will do it**:

- Answers any customer/subcontractors’ inquiries and resolves or escalates customer issues, as appropriate.
- Facilitates monthly backlog review meetings with project owners and Operations Leadership.
- Upon completion, reconcile all contract close-out activities monthly.
- Coordinates contract scheduling to align backlog to plan and forecast. Follows up on activities to ensure completion in an established timeframe (i.e., subcontract invoices, billing, material purchases, etc.). to meet monthly financial commitments.
- Creates advantageous billing schedules of values and invoices. Follows up on invoices to validate customer receipt and approval.
- Develops and maintains viable long-term relationships with customers and subcontractors.
- Participates in business review meetings by preparing and discussing critical contract information pertinent to current profitability status (i.e., AR disputes, slippage issues, un-booked change orders, billings). Researches and follows up on questions identified during the monthly business review.
- Ensures that all customer contact information required to support customer satisfaction activities is entered into appropriate _BE tools _.
- Facilitates administration of warranty claims.
- Facilitates contract and change order bookings, certified payroll reporting, OCIP/CCIP enrollments, and any other contractual requirements related to back-office processes.
- Ensures that all BE standard tools, processes, and programs are followed to optimize JCI profitability (i.e., Diversity spend initiatives, continuous improvement, unified P&R, and LEM).
- Customer Operations Associate II may guide and prioritize the activities of the Customer Operations Associate I.
- Periodically performs duties of the Customer Operations Associate I as overflow demands.
- Assist Operations Team Leaders by providing weekly utilization reporting and analysis of contra dollars.
- Other duties and administrative activities as assigned.

**What we look for**:
**Required**:

- Associate degree preferred high school diploma or equivalent required, plus a minimum of two to five years of service industry experience managing service operations and/or service scheduling.
- Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
- Must have strong interpersonal skills to effectively communicate with both internal and external clients.
- Must have the 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 on financial impact to desired business goals. Experience and/or basic project accounting or co

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