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HVAC Truck Based Customer Service Associate

Field Operations
WD30110840062 Requisition #

What you will do

Under general supervision from the Branch Operations Manager, assists with coordination of customer service requests, while maximizing technical resource productivity and profitability.

Partners effectively with Service Managers and Customer Service Representatives to support successful service business. Actively participates in accounts receivable activities such as collections and new customer authorizations. Provides back-up customer call handling, as needed. Provides administrative, day-to-day support in the service operational areas.

How you will do it

· Receives customer requests for unscheduled or scheduled service.

· Determines customer needs and matches appropriate skillset to the need.

· Coordinates with the Technician to communicate the action plan and services to be provided 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.

· Coordinates labor scheduling to align technicians 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.

· Reconciles all service requests daily.

· Prepares yearly, monthly and weekly execution plans for PSA scheduled service visits. Participates in TB Business Review meetings by preparing and discussing critical account information pertinent to current profitability status and customer satisfaction issues.

· Researches and follows up on action items assigned.

· Maintains delivery standards consistent with Building Efficiency North America objectives for sustainable, profitable service growth through the efficient execution of the work sold.

· Ensures that all customer account information required to support call management activities and schedules are kept up to date in NxGen.

· Supports administration and resolution of warranty claims.

· Runs query reports, researches, and reconciles unaligned costs, such as labor hours, material purchases, expenses, and other service-related transactions.

· 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 the resolution of truck-based team A/R issues.

· Determines appropriate actions for timely resolution. If needed, will interact with the Customer to resolve receivable issues.

· 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 up-to-date.

· Support inventory control process including updating equipment asset transactions.

What we look for


· High school diploma or equivalent required.

· 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. Experience and/or basic project accounting or costing principles is desired.

· Able to influence diverse teams to accomplish tasks/goals.

· Proficient with Microsoft Excel.


· Associate’s degree preferred.

· 2 years of service industry experience managing service operations and/or service scheduling.

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