Customer Operations Assoc II - Full-time / Part-time

What you will do\:

Under general supervision, coordinates all contract scheduling, revenue forecasting, billings, collections, subcontract creation and resource planning with guidance from the Team Leaders. Partners effectively with the Operations Team Manager(s) to ensure financial commitments are met monthly, quarterly and annually. Ensures work performed is in compliance with state, local, federal, and legal requirements and operates with the highest of ethics and all work is completed in a reasonable timeframe. Analyzes and assesses operations agent team performance and makes adjustments as needed to enhance operations performance in a cost effective manner. Develops relationships with our subcontractors and customers to facilitate payables and receivables effectively. 

How you will do it

1. Answers any customer/subcontractors inquiries and resolves or escalates customer issues, as appropriate. 

2. Upon completion, reconciles all contract close out activities monthly. 

3. Coordinates contract scheduling to align backlog to plan and forecast. Follows up on activities to ensure completion in an established timeframe (i.e. subcontract invoices, billing, material purchases, etc.). to meet monthly financial commitments. 

4. Assists with creation of billing schedules of values. 

5. Develops and maintains viable long-term relationships with customers and subcontractors. 

6. Participates in business review meetings by preparing and discussing critical contract information pertinent to current profitability status (i.e. AR disputes, slippage issues, un-booked change orders, billings). Researches and follows up on questions identified during monthly business review. 

7. Ensures that all customer contact information required to support customer satisfaction activities are entered in appropriate BE tools. 

8. Facilitates administration of warranty claims. 

9. Facilitates certified payroll reporting, OCIP/CCIP enrollments, and any other contractual requirements related to back office processes. 

10. Ensures that all BE standard tools, processes and programs are followed to optimize JCI profitability (i.e. Diversity spend initiatives, continuous improvement, and LEM) 

11. May guide and prioritize the activities of the Customer Operations Agent Assistants. Periodically performs duties of the Customer Operations Agent Assistant as overflow demands. 

12. Assist Team Leaders by providing weekly utilization reporting and analysis of contra dollars. 

13. Other duties and administrative activities as assigned.

What we look for

Preferred

Two - five years of experience in service industry with experience managing service operations and / or service scheduling

Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou.