P3 Call Center Representative

Johnson Controls • Atlanta, GA

3d • Remote

About The Position

Under direct supervision, the P3 Call Center Representative is responsible for handling inbound and outbound phone calls and emails related to P3 Facilities Management requests, including contractor notifications, Event Center monitoring, and necessary escalations. This also includes updating existing service tickets and conducting follow‑up communications with customers and contractors. P3 Call Center Representatives will utilize online tools and resources to assist in making appropriate decisions when handling inbound customer contacts. In addition, the P3 Call Center Representative will be responsible for updating account information, creating service requests, dispatching, providing back-office support activities, understanding Johnson Controls business offerings and maintaining an increased level of customer satisfaction. As a P3 Call Center Representative, it will be key to effectively utilize customer service skills as well as technical skills to satisfy our customers’ needs and provide satisfactory customer experience.

Requirements

• 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 Call 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, problem solving skills, and the ability to multi-task.

Nice To Haves

• Previous call center experience is a plus.

Responsibilities

• Receive inbound customer phone calls related to P3 Facilities Management requests and create service tickets in accordance with established processes.
• Monitor customer‑specific email inboxes for P3 Facilities Management requests and create service tickets following established processes.
• Assist customers with questions, concerns, and issue resolutions.
• Monitor the Event Center, consisting of active service requests, to ensure timely responses in line with established processes.
• Escalate service tickets based on elapsed time to ensure appropriate resolution and prevent potential penalties.
• Utilize strong customer service skills and technical abilities to effectively meet customer needs.
• Deliver world‑class service to enhance overall customer satisfaction.
• Maintain individual performance standards related to inbound phone answer rates, ticket creation accuracy, and customer satisfaction metrics.
• Accurately and efficiently create service requests within site‑specific time requirements.
• Navigate wave‑based technical applications to assist customers in creating service requests.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED