CARE Team

Johnson Controls•Aurora, CO

4d•$29 - $42

About The Position

SAVE Team Specialist will be responsible for customer touch strategy and retention efforts on accounts flagged as At-Risk. Team will work directly with customers via phone/email to conduct wellness checks or follow-ups on customer escalations/surveys. The purpose of this customer touch strategy is to improve customer experience, increase customer engagement and loyalty as well as to employ retention measures/efforts whenever necessary to prevent attrition. Success is measured by our overall revenue preserved. Additionally, the role may identify and recommend sales opportunities related to the account based on the incumbent's knowledge of the account and input from the customer. This role interfaces directly with both Sales and Service operations to assist with dispute resolution.

Requirements

Good written and verbal communication skills
Three (3) or more years of customer service experience in a customer contact environment
Excellent Customer Service Skills
Knowledge of Microsoft office (Word, Outlook, Webmail, Excel and other required programs)
Ability to work in a fast-paced environment
Ability to work independently
Problem solving and critical thinking

Responsibilities

Conduct customer Wellness Check on the assigned territory
Discuss and review contracts terms, billing and account activity as needed.
Address and resolve any outstanding issues/concerns.
Work efficiently in multiple applications
Advocate/liaison for customers with the internal teams to ensure resolution.
Escalate to the field on Sales/Service-related concerns/complaints.
Provide requested documentation (i.e. contracts, invoices, account statements etc).
Ensure closed loop process – issues completely resolved to customer satisfaction.
Document and track all activity– must document daily.
Verify customer has the necessary JCI contacts and share welcome kit if needed.
Provide formal written communication to internal/external customers summarizing the team's efforts and results.
Will be required to support various projects to resolve time sensitive issues.
Maintain and produce reports to identify gaps in service delivery and to provide appropriate recommendations to area owners.
Other Duties as assigned