Customer Care Service Support Coord

Position: Customer Care Service Support Coord 3
Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.
For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.
How you will do it
This role is focused on Preventative Service Agreement (PSA) tracking, renewals, costing and contract management.
Main Responsibilities:

• 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.
• Reviews and drives monthly secured and executed revenue forecasts and monitors the booking process
• Ensuring renewal standards are consistently applied and executed across all assigned branches
• Addressing complex field questions and non-standard renewal scenarios
• Maintaining daily engagement with CSR teams via chats and support channels
• Developing accurate estimates that reflect business expectations
• 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 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 Customer to resolve receivable issues.
• Processes invoice credits and re-bills, as necessary.
• Proactively contacts customers 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 up to date.
• Support inventory control process including updating equipment asset transactions.
• Provide additional service administration support, as required.

Periodically performs duties of the Customer Resource Coordinator as overflow demands

• Other duties and administrative activities as assigned
• Ensuring renewal standards are consistently applied and executed across all assigned branches
• Addressing complex field questions and non-standard renewal scenarios
• Maintaining daily engagement with CSR teams via chats and support channels
• Marking lost PSAs accordingly
• Driving increased in month renewals