Customer Care Support Supervisor 2

Johnson Controls • Myrtle Beach, SC

3d • $85,000 - $117,000

About The Position

Build your best future with the Johnson Controls team. As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!

Requirements

• Strong verbal and written communication skills
• Proficient analytical skills and adeptness with MS Office, particularly Excel and Power BI
• Familiarity with Johnson Controls systems (Oracle ACE, Genesys, Optymus)
• Degree in Business Administration, Finance, or a related field preferred, or equivalent work experience
• 3-5 years of relevant industry experience, including local branch administration

Nice To Haves

• Previous supervisory experience leading administrative staff/schedulers
• Strong leadership competencies and organizational skills
• Ability to lead through change and embody the company's values to team members and customers

Responsibilities

• Lead and motivate a team of Inspection Schedulers responsible for the administrative coordination of fire electronic and sprinkler inspection services.
• Ensure adequate scheduling coverage by managing the team to support local markets.
• Foster an inclusive culture that enhances performance through effective evaluation, training, and recruitment of the scheduling team.
• Drive branch outcomes by utilizing key performance indicators and optimizing workflow processes.
• Monitor progress, measure performance, and continuously seek improvements to maximize productivity and ensure the quality of all scheduling activities.
• Help shape and communicate strategic initiatives to front-line schedulers to achieve collective goals.
• Drive branch outcomes through key performance indicators and workflow processes, monitoring progress, measuring, and seeking to improve throughput to ensure maximum productivity and quality of all scheduling activities.
• Develop and deliver strategy, effectively communicating it to front-line schedulers to achieve desired results.
• Ensure inspector schedules are planned out in advance and inspectors are fully utilized to their capacity to maximize efficiency and tasks executed per day.
• Track subcontracted inspections, ensuring schedulers are coordinating and communicating in a timely manner with subcontractors and following up to ensure work has been coordinated and completed on time in accordance with contract obligations.
• Minimize past due inspections by monitoring scheduler adherence and participation in required past due review meetings with key stakeholders in markets.
• Ensure schedulers are following all documentation requirements, documenting their attempts, certified letter tracking and cancellations.
• Measure team's success in day-to-day operations by reviewing progress to targets in schedule + executed on both past due and current month inspections.
• Ensure schedulers are responsible for the upkeep of IST reporting, tracking inspections, assignees, estimated durations to complete and frequencies of inspections.
• Achieve Billed not Inspected (BNI) reduction by driving the team to meet KPIs and overseeing the operation to ensure scheduling procedures, documented attempts, and cancellation processes are followed.
• Monitor average days on hold and holds assigned to the team to resolve by the billing center and ensure timely response and resolution for inspections put on hold for invoicing due to missing inspection reports or required documentation.
• Achieve PSA Revenue plan by limiting customer attrition of the contracted customer base, overseeing the team and ensuring pre-paid and BAMA inspections are scheduled and completed in the month they are due.
• Oversee scheduler adherence to operating procedures, meeting rhythms, documentation requirements, and customer confirmations through email and/or phone to ensure best-in-class customer service.
• Manage the coordination of HR processes such as on-boarding and off-boarding of employees, payroll processing, employee record updating, annual reviews, Leave of Absence (LOA) processes and the maintenance of all confidential personnel records.
• Assist the HR Team with any rollouts and administration of HR initiatives and programs.

Benefits

• Competitive salary
• Paid vacation/holidays/sick time - 15 days of vacation first year
• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
• Extensive product and on the job/cross training opportunities with outstanding resources
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy
• JCI Employee discount programs (The Loop by Perk Spot)
• Competitive Bonus plan that will take into account individual, group, and corporate performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree