Centralized Care Agents
About The Position
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.
Requirements
- Excellent communication skills.
- Basic knowledge of computer applications.
- Listening skills.
- Problem-solving skills.
- Flexibility, able to deal with change.
- Able to handle a high volume of calls proficiently.
- Work in a fast-paced environment.
- Knowledge of HVAC terminology.
- Knowledge of Johnson Controls business offerings.
- Working knowledge of service management database (NxGen).
- High School diploma or equivalent.
- 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.
- Demonstrates 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.
- Ability to multi-task.
Nice To Haves
- Previous call center experience is a plus.
Responsibilities
- Handling of inbound and outbound calls and emails from internal and external customers.
- Listening to the needs of the customer and directing them to the appropriate person/department.
- Utilizing on-line tools and resources to assist in making appropriate decisions when internally transferring customer calls.
- Updating account information.
- Providing back-office support activities.
- Maintaining increased level of customer satisfaction.
- Effectively utilize both customer service skills as well as technical skills to satisfy our customers’ needs and provide a satisfactory customer experience.
- Establishing appropriate action plan for time of day and priority.
- Determining when ‘critical’ systems issues require immediate escalation (i.e., life threatening, revenue-property risk problems, hazardous material, and safety situations).
- Bringing problems or complaints to the attention of management.
- Partnering 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 support as required.
Benefits
- Competitive benefits package.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
