Centralized Care Agent

What you will do:

Under direct supervision, the Centralized Care Agent is responsible for the handling of inbound calls 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 phone calls 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 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.