Service Coordinator (REMOTE)

Johnson Controls • Devens, MA

3d • $20 - $30 • Remote

About The Position

This position will work in a call center environment answering incoming calls from external and internal customers while maintaining a high level of customer service skills. Candidate will demonstrate their ability to meet/exceed any SRC KPI’s. Candidate will be required to Mentor new hires both during and after training as well as assist SRC Supervisor when needed. Duties and Responsibilities Receive customer requests for service in a professional manner, obtaining detailed information in order to efficiently dispatch and schedule service calls. Accurately enter service request information in our SEDU/Genesys system while the customer is on the phone. Provide a lead role among the Service Coordinators and new hire candidates. Mentoring new hires during and after training as needed. Participate in Operational meetings providing insight on areas requiring improvement. Evaluate current processes and recommend possible enhancements to ensure more timely and efficient customer service. Alert management of potential problems resulting from customer or field complaints and work to resolve any customer at risk issues. Responsible as needed for Elite line training, Mandatory PO weekly report, Temp account daily report. Additional duties as assigned.

Requirements

• 3- 5 years customer service experience
• Minimum 2 years SRC experience
• Ability to multi-task working in a fast-paced environment
• Excellent written and communication skills
• Use of SEDU/Oracle field cloud systems preferred
• High School Diploma or equivalent required

Nice To Haves

• Use of SEDU/Oracle field cloud systems preferred

Responsibilities

• Receive customer requests for service in a professional manner, obtaining detailed information in order to efficiently dispatch and schedule service calls.
• Accurately enter service request information in our SEDU/Genesys system while the customer is on the phone.
• Provide a lead role among the Service Coordinators and new hire candidates.
• Mentoring new hires during and after training as needed.
• Participate in Operational meetings providing insight on areas requiring improvement.
• Evaluate current processes and recommend possible enhancements to ensure more timely and efficient customer service.
• Alert management of potential problems resulting from customer or field complaints and work to resolve any customer at risk issues.
• Responsible as needed for Elite line training, Mandatory PO weekly report, Temp account daily report.
• Additional duties as assigned.

Benefits

• This position includes a competitive benefits package.
• For details, please visit the Employee Benefits tab on our main careers page at https://www.johnsoncontrols.com/careers

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees