HVAC Customer Service Representative

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

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.) This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To 
support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate ca