HVAC Customer Service Representative

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.
Role Overview
Under general supervision, the HVAC Customer Service Representative coordinates customer service requests from initiation through completion, supports technician scheduling and dispatch activities, and helps keep service operations running smoothly. This role also supports customer communication, inventory and order tracking, account maintenance, and related administrative workflows that help deliver a responsive customer experience.
Key Responsibilities
Receive customer service requests and coordinate scheduling support from initiation through completion.
Support efficient technician dispatching and on-call scheduling in partnership with service and technical leaders.
Track customer orders, shipments, branch inventory, vehicle inventory, and truck stock counts.
Assist with customer surveys, connected system follow-up, and account updates.
Generate reports and maintain service-related documentation, including inspection paperwork and other tracking records.
Support parts ordering, purchase order creation, shipment follow-up, and invoice issue resolution with vendors and internal teams.
Set up new customer accounts, maintain customer bill-to information, and assist with AR and AP tasks as directed.
Help coordinate specialty tool returns, COI requests, new truck creations, inventory trunk closures, vendor setup, fleet support, and uniforms.
Partner with the Service Team Manager to help ensure work is scheduled ahead of time and completed to customer expectations.
Review service team activity and adjust follow-up actions as needed to help improve customer satisfaction and operational efficiency.
How You Will Do It
You will own your work with accountability, accuracy, and a strong focus on customer impact.
You will stay close to the daily service workflow, removing obstacles quickly and keeping requests moving without unnecessary delay.
You will use clear, timely communication with customers, technicians, vendors, and internal partners to keep everyone aligned.
You will apply careful attention to detail when updating schedules, inventories, account information, and service records.
You will look for better ways to organize work, solve problems, and improve service outcomes every day.
You will work as one team, sharing information, building trust, and supporting diverse partners to accomplish shared goals.
Use CRM and service systems consistently to track work, document changes, and maintain visibility across active requests.
Balance priorities across scheduling, reporting, inventory, and customer follow-up while maintaining a professional and patient approach.
Qualifications
High school diploma or equivalent; an Associate of Arts degree or college degree is preferred.
Five years of administrative experience with a background in sales, operations, and/or administration.
Knowledge of or experience with a CRM tool such as Siebel or Salesforce.com.
Experience in a call center environment is preferred.
Ability to analyze issues quickly, solve problems with a high degree of accuracy, and provide practical solutions.
Strong organizational skills with the ability to multi-task and establish work priorities.
Excellent communication skills and the ability to work patiently and professionally with all levels of end users.
Self-motivated, detail-oriented, and able to work independently with minimal supervision.
Ability to influence diverse teams to accomplish tasks and goals.
Proficiency with advanced Microsoft Word, Excel, PowerPoint, and internet business applications.
Ability to work designated hours with strong attendance and reliability.
Nice to Have
Experience supporting service scheduling or dispatch operations in an HVAC or field service environment.
Familiarity with parts ordering, purchase orders, inventory tracking, and vendor coordination.
Experience with customer account maintenance, reporting, or basic project accounting and costing principles.
HIRING HOURLY RANGE: $30 - $40 (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 candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us.
Johnson Controls International plc. 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, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.