JOB REQUIREMENTS: 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 For full info follow
application link. Johnson Controls 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, status as
a qualified individual with a disability, or any other characteristic
protected by law. For more information, please view EEO is the Law. If
you are an individual with a disability and you require an accommodation
during the application process, please visit
www.johnsoncontrols.com/tomorrowneedsyou. APPLICATION
INSTRUCTIONS: Apply Online: ipc.us/t/3325AE7AA6774E97 Qualified females,
minorities, and special disabled veterans and other veterans are
encouraged to apply.
