How you will do it
As a Centralized Care Agent, it is important to exhibit excellent communication skills, basic knowledge of computer applications, listening skills and problem-solving skills. Agents need to be flexible, able to deal with change, handle a high volume of calls proficiently and work in a fast-paced environment.
Principle Duties
Responsible for the handling of inbound and outbound phone calls and emails from our internal and external customers. Utilizes knowledge of HVAC terminology and Johnson Controls business offerings to understand customer needs and effectively identify where to direct inbound and outbound calls. Has a working knowledge of service management database (NxGen) to quickly identify and accurately update customer account information. Utilizes customer service and computer skills to manage customer contact professionally and proficiently to meet Centralized Operations Support Center performance goals for customer satisfaction, service level and quality. Establishes appropriate action plan for time of day and priority. Determines when ‘critical’ systems issues require immediate escalation (i.e., life threatening, revenue-property risk problems, hazardous material, and safety situations). Brings problems or complaints to the attention of management.
Partners closely with the Branch Service groups and field service teams, provide input to develop strategies that will support efficient execution of service backlog obligations that meet or exceed customer’s expectations. Provides additional service administration support as required.
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 Centralized Operations Support 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.
Previous call center experience is a plus.
HIRING HOURLY RANGE: $23 - $27 (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your
background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us.
Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.
