Third-Party Portal (3PP) Transactional Support Specialist

Johnson Controls•Glendale, CA

About The Position

This position reports to the Third-Party Portal (3PP) Transactional Support Manager. The individual will process and coordinate customer workorders based off new and existing portal transactions and coordinate with appropriate internal team(s) to facilitate transaction completion. Additionally, this individual will be responsible for producing regular Portal Reporting for their assigned combination of domain, customer and portal.

Requirements

2-3 years of equivalent work experience
PC skills Microsoft Office Products e.g., Word, Excel, Outlook, and Teams.
Excellent written and communication skills.
Customer service background.
Critical Thinking skills

Nice To Haves

Proficiency with internal JCI systems and SharePoint
Familiarity with 3PP (Service Channel, Ariba, Coupa, etc.)

Responsibilities

Process and coordinate customer workorders based off new and existing portal transactions.
Coordinate with appropriate internal team(s) to facilitate transaction completion.
Produce regular Portal Reporting for their assigned combination of domain, customer and portal.
Accept new work orders in the 3PP.
Create service requests in JCI system (Oracle ACE/ Genesys/ NxGen/ Mastermind).
Update notes in the JCI system with service details.
Update portal notes with JCI service requests.
Update service schedule dates in the portal from the JCI system.
Ensure Not to Exceed (NTE) limits, established by customer, are adhered to.
Perform IVR (Check-In, Check-Out) as needed.
Update completion notes in the 3PP.
Attach inspection reports in the 3PP.
Attach required documentation in the 3PP.
Review On-Hold Report daily for service requests that require your attention.
Track work orders until invoice-upload.
Coordinate (via phone, email, and/or chat) with internal teams including (but not limited to) the Service Support Coordinators (SSC) and the appropriate branch office, follow up and reflect completed work in the appropriate portal.
Exercise a high level of investigation to achieve problem resolution.
Complete all other related duties as assigned.