Centralized Care Agent

How You Will Do It

• Exhibits excellent communication skills, basic knowledge of computer applications, listening skills and problem-solving skills.
• Exhibits flexibility, ability to deal with change, handle a high volume of calls proficiently and work in a fast-paced environment.

Principle Duties

• Handles inbound phone calls from 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 calls.
• Utilizes knowledge of HVAC, Fire and Security terminology and Johnson Controls business offerings to create service requests.
• Captures and updates customer account information using a service management database (NxGen).
• Coordinates after-hour scheduling to align technicians to the appropriate customer and service needs.
• Works independently in a self-directed mode to meet defined goals and customer objectives.
• 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.

Pay

Hiring hourly range: $21.15 - $35 (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.