Supervisor, Fire Repair Scheduling
About The Position
Johnson Controls is seeking a Supervisor for Fire Repair Scheduling to oversee a team of dispatch coordinators. This role involves assisting with complex customer complaints, ensuring customer satisfaction, and supporting the Contact Center Manager with sensitive information and difficult complaints. The position requires a dynamic, people-centric leader who can foster high morale and performance in remote teams, acting as a key translator of promises into world-class customer service. The primary responsibility is to own scheduling by leading a team of schedulers in the Centralized Services Group, ensuring on-time service delivery through high field efficiency and productivity.
Requirements
- Bachelors or Minimum 6 Years in a Customer Service-Related Role
- 2 Years of Fire Sprinkler Related Work Experience
- Oracle/SEDU Application
- Outlook Expert
- Excel Proficiency/Expert
- Word Proficiency/Expert
- Excellent communication skills
- Strong organizational skills
- Detail oriented
- Able to multi-task
- Ability to problem solve complex problems
- Love of People/Leadership
Nice To Haves
- 1+ Years of Leadership Experience Preferred
Responsibilities
- Oversee a team of dispatch coordinators.
- Assist team members with complex customer complaints and follow through to completion to ensure customer satisfaction.
- Assist the Contact Center Manager with handling of classified information and dealing with complex and extreme complaints to ensure customer satisfaction.
- Ensure that all QA standards are maintained and relevant coaching and feedback is completed to identify development areas.
- Coordinate all onboarding/hiring activity with Trainer(s) and Manager ensuring territory is properly staffed.
- Develop talent and drive consistent performance through training and ongoing mentorship.
- Drive daily objectives through measuring results.
- Handle customer escalations and alert leadership of potential problems resulting from customer or field complaints and work to resolve.
- Embody the JCI Core Values, Mission, Vision, and Strategy for the future.
- Efficiently schedule Sprinkler Service work to ensure highest level of field productivity by utilizing SEDU Platform and coordinating with District Partners.
- Ensure our External and Internal customers are handled with industry-leading customer service and urgency.
- Maintain Service Level of Field Level Support Line.
- Understand and execute service based on complex Collective Bargaining Agreement(s) (Where applicable).
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
- Competitive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Manager
