Centralized Care Agents

About the role

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

Must be able to work holidays and weekends

This will be an onsite role.

What you will do

Under direct supervision, the Centralized Care Agent is responsible for the handling of inbound and outbound calls and emails from internal and external customers. These inbound calls will consist of listening to the needs of the customer and directing them to the appropriate person/department.

Centralized Care Agents will utilize on-line tools and resources to assist in making appropriate decisions when internally transferring customer calls.

In addition, the Centralized Care Agent will be responsible for updating account information, providing back-office support activities, knowledge of HVAC technical terminology, understanding Johnson Controls business offerings and maintaining increased level of customer satisfaction.

As a Centralized Care Agent, it will be key to effectively utilize both customer service skills as well as technical skills to satisfy our customers' needs and provide a satisfactory customer experience.

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.

Pay and benefits

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.