HVAC Customer Service Representative - Irving, TX

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.

Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

THIS POSITION WILL BE ONSITE

Build Your Future with Johnson Controls

At Johnson Controls, we're committed to creating smart, healthy, and sustainable buildings that improve life for people, places, and the planet. Join a global leader where you can grow your career, contribute to meaningful work, and be part of a team that supports your physical, financial, and emotional well-being. Here, your voice is valued, your ideas matter, and your next opportunity is just a few clicks away.

What We Offer

Competitive salary and performance-based incentives
Short-Term Incentive pay
Paid time off: 10 vacation days in your first year, plus 5 sick days and 3 flex holidays, in addition to JCI's observed holidays
Comprehensive benefits package (medical, dental, vision, 401K) - available Day One
Encouraging and collaborative team environment
Commitment to safety through our Zero Harm policy
Career growth opportunities with a global industry leader
What You Will Do

Under the general supervision of the Branch Service Manager (BSM) and support of the Regional Customer Service Representative (RCSR), the Customer Service Representative (CSR) will:

Serve as a role model for safety, integrity, and customer satisfaction

Lead the 180-Day Renewal Process

Follow the prescribed renewal cadence

Update renewal estimates and agreements for accuracy, growth opportunities, and customer needs

Assess Planned Service Agreement (PSA) performance and contract health

Support key financial metrics and strategic initiatives

Complete PSA financial analysis, backlog review, and billing oversight

Work closely with internal teams and customers to reduce attrition, drive timely renewals, and expand offerings

Collaborate with Service Managers, Customer Resource Coordinators and Owner Direct Sales

Support customer dispute resolution and action plans for at-risk accounts

Create and manage customer touchpoints and relationship tasks

Focus on professional development aligned with the Johnson Controls Leader Expectations Model

This position is not remote

How You Will Do It

Coordinate the scheduling, tracking, and monitoring of customer touchpoint plans and renewal cycle activities

Assist with preparing yearly and monthly execution plans for PSA scheduled service visits

Communicate service delivery plans directly to customers

Build and maintain long-term customer relationships through on-site visits, calls, and preferred communication methods

Confirm work completion meets customer expectations; address or escalate concerns as needed

Participate in monthly business reviews, providing updates on PSA performance, profitability, receivables, and customer satisfaction

Ensure account information in CRM is accurate and up to date

Additional Qualifications/Responsibilities

What We Look For

Required

Strong interpersonal and communication skills

High school diploma or equivalent, plus at least five years of experience in service operations or service scheduling

Ability to work independently with strong organizational and detail-orientation skills

Able to manage multiple tasks and issues with professionalism and persistence

Skill in prioritizing work based on financial and business impact

Ability to influence and collaborate with diverse teams

Proficiency in Microsoft Word and Excel

Ability to travel locally up to 20% for customer visits

Preferred

Previous sales experience

Basic understanding of accounting or costing principles

HVAC industry experience

Accounts receivable experience

HIRING HOURLY RANGE: $30-39(Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.)