Customer Service Associate

2 weeks ago

Dartmouth, Canada Johnson Controls Full time

**Job Details**

**Be part of the future**

We are one team, dedicated to working collaboratively to create the purposeful solutions that propel the world forward. We hope you will join our diverse team of top people - you bring your talent, and we’ll give you the space and opportunities to grow and succeed. We are committed to make a difference.

**What we offer**:

- Competitive Starting Pay
- Paid Training
- Global Advancement Opportunities
- Company Vehicle (as applicable)
- Referral Bonuses
- Comprehensive Benefits
- Medical/Dental/Vision insurance
- Health Savings Account (HAS)
- Life Insurance
- Competitive Retirement Savings Plan
- Short-Term and Long-Term Disability
- Employee Assistance Program
- Wellness Program
- And More

**What you will do
**Under general supervision, coordinates customer service requests, from initiation to service completion, and maximizing technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the STM and Team Leads.

Partners effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customer’s expectations. Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction in a cost-effective manner.

**How you will do it**
- Receives customer requests for unscheduled or scheduled service. Determines customer needs and matches appropriate Technician or Team Lead to the need.
- Communicates the action plan and services to be provided directly 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.
- Upon completion, reconciles all service requests daily.
- Coordinates 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.
- Assists with creation of L&M quotations.
- Develops and maintains viable long-term relationships with customers and subcontractors.
- Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e. L&M Work outstanding, Accounts Receivable issues) and customer satisfaction issues. Researches and follows up on questions identified during monthly business review.
- Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in NxGen.
- Facilitates administration of warranty claims.
- Other duties and administrative activities as assigned.

**What we look for**

**_Required _**
- High school diploma or equivalent required, plus a minimum of 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 upon financial impact to desired business goals.
- Able to influence diverse teams to accomplish tasks/goals.
- Experience working in a fast paced environment where multi-tasking is required.

**Preferred**
- Associate’s degree preferred
- Experience and/or basic project accounting or costing principals is desired

**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.

Please note that a person may belong to more than one designated group.

**Your response to the self-identification questionnaire below is voluntary. It is however mandatory to answer the questions, even if you choose not to provide the information.**

The responses that you provide on this form will be confidentially retained for statistical purposes.

This survey is available in alternative formats. Please do not hesitate to request.

**Persons with disabilities **are those that have a long-term or recurring physical, mental, sensory, psychiatric or learning impairment and who consider themse

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