Field Coordinator for Centralized Operations Support

1 week ago

Milwaukee, Wisconsin, United States Johnson Controls International Full time
Job Overview

The schedule for this position is Tuesday through Saturday from 1:30 PM to 10 PM.


RESPONSIBILITY LEVEL:

Under direct supervision, this role involves managing inbound call traffic and providing back-office support with a primary focus on enhancing customer satisfaction.

This position requires strong customer relations skills and a comprehensive technical understanding of Johnson Controls' service offerings.


KEY RESPONSIBILITIES:

1. Handle inbound calls from national account clients and after-hours customers seeking branch-related services, adhering to established program processes during your shift.

2. Utilize customer service and technical skills to manage customer interactions online efficiently and professionally within a service management database, aiming to meet performance targets for customer satisfaction, service levels, and quality.

3. Access service management system modules and related applications to swiftly retrieve customer account details.

4. Assess contractual obligations, coverage levels, systems and equipment, warranty conditions, and other account-specific information to effectively address customer inquiries in line with national and local service protocols.

5. Obtain necessary authorizations for service, confirm billing addresses, and address any special handling requirements to align with customer invoicing expectations.

6. Execute new customer onboarding processes for credit verification and refer customers to appropriate departments when credit holds are present.

7. Leverage knowledge of Johnson Controls' offerings to engage customers in resolving inquiries or assessing the impact of issues on their business objectives.

8. Develop appropriate action plans based on the time of day and urgency of the situation.

9. Identify when critical system issues necessitate immediate escalation (e.g., life-threatening situations, revenue or property risks, hazardous materials, and safety concerns).

10. Accurately document service requests in the management system and escalate problems or complaints to management as needed.

11. Collaborate with departmental and field personnel to ensure timely scheduling and resolution of all open service requests, thereby enhancing customer satisfaction and supporting revenue collection for services rendered.

12. Provide additional administrative support as required.


QUALIFICATIONS:

High School diploma or equivalent with one to two years of relevant experience in service coordination within a service organization.

Ability to communicate effectively and follow up with customers in a dynamic Centralized Operations Support Center environment.

Proven capability to manage a diverse range of service activities simultaneously, where tact and cooperation are essential.

Ability to work independently in a self-directed manner to achieve defined goals and customer objectives.

Familiarity with personal computer applications such as Windows and MS Office (MS Word, Excel).

Possesses knowledge or aptitude in building systems, along with proficient written and verbal communication skills, problem-solving abilities, and multitasking capabilities.

Johnson Controls International plc is an equal employment opportunity and affirmative action employer. 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.

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