Centralized Operations Support Center Field Coordinator - REMOTE

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Job description

What you will do

Under direct supervision, performs inbound call handling and back office support activities with primary emphasis on maintaining increased level of customer satisfaction. Work requires good customer relation's skills and a high-level technical understanding of Johnson Controls business offerings.

This role is from Tuesday - Saturday. Hours are 1:30pm-10:00pm

How you will do it

PRINCIPLE DUTIES:

Manages inbound calls from national account customers, and after hour customers calling for branch related services in accordance with each program processes during shift.

Utilizes customer service and computer skills to professionally and proficiently manage customer contacts online in a service management database in order to meet Centralized Operations Support Center performance goals for customer satisfaction, service level and quality.

Utilizes service management system database modules and peripheral applications online to quickly identify customer account information.

valuates contractual obligations, level of coverage, systems and/or equipment, warranty conditions and other account related information to respond effectively to customer needs and in accordance with national and local service processes. This includes obtaining authorizations for service, verifying billing address and any special handling needs required to meet customer's invoice expectation.

Performs new customer process steps required for credit verification and or refer customer to appropriate departments when 'credit hold' condition exists.

Utilizes knowledge of Johnson Controls' business offerings to question customer in order to resolve specified questions or to determine impact of problem to customer's business goals and objectives.

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).

Accurately documents reported service request information into a service management system.

Brings problems or complaints to the attention of management.

Works with department and field personnel to ensure timely schedule and completion on all open service requests received to ensure customer satisfaction which impacts Johnson Controls ability to collect revenue for services performed.

Provides additional service administration support as required.

What we look for

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.

Demonstrated 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

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 .

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