What you will do
Under direct supervision, performs inbound call handling and back office support activities with primary emphasis on maintaining increased level of customer satisfaction. Work requires good customer relation's skills and a high-level technical understanding of Johnson Controls business offerings.
How you will do it
Manages inbound calls from national account customers, and after hour customers calling for branch related services in accordance with each program processes during shift.
Utilizes customer service and computer skills to professionally and proficiently manage customer contact online in a service management database in order to meet Centralized Operations Support Center performance goals for customer satisfaction, service level and quality.
Utilizes service management system database modules and peripheral applications online to quickly identify customer account information. Evaluates contractual obligations, level of coverage, systems and/or equipment, warranty conditions and other account related information to respond effectively to customer needs and in accordance with national and local service processes. This includes obtaining authorizations for service, verifying billing address and any special handling needs required to meet customer's invoice expectation. Performs new customer process steps required for credit verification and or refer customer to appropriate departments when 'credit hold' condition exists.
Utilizes knowledge of Johnson Controls' business offerings to question customer in order to resolve specified questions or to determine impact of problem to customer's business goals and objectives. Establishes appropriate action plan for time of day and priority. Determines when 'critical' systems issues require immediate escalation (i.e. life threatening, revenue-property risk problems, hazardous material and safety situations).
Accurately documents reported service request information into a service management system.
Brings problems or complaints to the attention of management.
Supports account management and billing activities by supplementing completion of such duties as PM Tasking package, customer online billing system entry. Inter-company billing verification. , Under supervisor's direction and using a service delivery plan, may also enter scheduled service visits into a service management system.
Works with department and field personnel to ensure timely schedule and completion on all open service requests received to ensure customer satisfaction which impacts Johnson Controls ability to collect revenue for services performed.
Partners closely with the Branch Service groups and field service teams, provide input to develop strategies that will support efficient execution of service backlog obligations that meet or exceed customer's expectations.
Provides additional service administration as required.
What we look for
High School diploma or equivalent with one to two years related experience in service coordination for a service organization.
Able to effectively communicate and follow up with customers in a busy service Centralized Operations Support Center environment.
Demonstrated ability to simultaneously handle a large and diverse number of service activities where tact and cooperation are crucial.
Able to work independently in a self directed mode to meet defined goals and customer objectives.
Familiar with personal computer based applications such as Windows and MS Office (MS Word, Excel).
Possesses building systems knowledge or aptitude, demonstrated proficient written and verbal communication skills, problem solving skills, and the ability to multi-task.
The required shift for this position is Tuesday - Saturday from 1:30PM- 10:00 PM.
Who we are
Supportive team environment and add to that a competitive salary, best in class benefits package starting on day 1, which includes medical, dental & vision, 401(k), tuition reimbursement, paid time off and career growth opportunities.
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, 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/careers.
Johnson Controls, Inc.