HVAC Customer Service Agent
Johnson Controls
Ottawa, ON, Canada
4h ago

What you will do

Under general supervision from the Branch Operations Manager, you work directly with the customers and the Technicians to manage scheduling and dispatching within the branch, as well as actively participate in accounts receivable activities such as invoicing, collections and new customer authorizations.

Partners effectively with Service Managers and Customer Service Representative to support a successful service business by providing administrative, day-to-day support in the service operational areas.

How you will do it

  • Customer Service, Dispatch, Scheduling & Invoicing, Office Support
  • Answer customer inquiries and resolve or escalate customer issues, as appropriate.
  • Receive customer requests for unscheduled or scheduled service and coordinate labour scheduling to align technician to the appropriate customer and service need.
  • Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed.
  • Ensures Technicians are provided daily schedules.
  • Maintains consistent communication with assigned Technicians and Customers
  • Follows up on activities to ensure completion in an established timeframe.
  • Reconciles and invoices service requests daily.
  • Updates and retains customer account information, special billing conditions such as tax status, invoice approval contacts, billing addresses and special billing rates are up to date
  • Assisst with acquiring purchase orders for subcontractors and material as necessary
  • Proactively contacts customers to ensure customer satisfaction and a commitment to pay.
  • Works with Accounts Receivables contact to assist with resolution of truck-based team A / R issues
  • Vendor Set-Up
  • Uniforms, fleet, inventory control
  • Shipping-Receiving, as needed
  • Assists with acquiring purchase orders for subcontractors and material as necessary
  • Participates in TB Business Review meetings by preparing and discussing critical account information pertinent to current profitability status and customer satisfaction issues.
  • Other duties and administrative activities as assigned
  • What we look for

  • Associate degree preferred, high school diploma or equivalent required.
  • HVAC industry experience preferably in customer service, dispatch, and invoicing.
  • Must be highly proficient in Microsoft Excel and Outlook.
  • Must demonstrate the ability to perform work independently and demonstrate solid organizational skills and attention to detail.
  • 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.
  • Fluency in French and English, verbal and written, preferred.
  • 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 ).

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