Centralized Care Agents

YDU JC Air Cond & Ref Inc.- Dubai; Aurora (CO); On-site; USD 32,000 - 37,000; Full time

Benefits offered by this job

Competitive benefits package

Job summary

Johnson Controls is seeking a Centralized Care Agent to handle inbound and outbound calls and emails, directing customers to the right departments and updating account information. You will use HVAC terminology, NxGen knowledge, and strong customer service to maintain satisfaction and service levels.

The role requires the ability to multitask in a fast-paced environment, with a high school diploma and 1–2 years of related experience. Onsite work and a competitive benefits package are included.

Qualifications

• 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).

Responsibilities

• 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.

Skills

Call center experience

Customer service

Communication skills

Problem solving

Windows

MS Office

Education

High School diploma or equivalent

Tools

NxGen

Windows

MS Office

Job description

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.

Responsibilities

• 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.

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.

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.

Compensation

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.

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. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us.

Equal Opportunity Statement

Johnson Controls International plc. 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, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law.

To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law.

If you are an individual with a disability and you require an accommodation during the application process, please visit here.

Company Culture & Mission

Johnson Controls: Enhancing the Intelligence of Buildings Your buildings have a purpose. They are places for people to live or work. Facilities for learning or healing. Venues for entertainment and shopping. Sites for the specialized storage of tangible goods or mission-critical data. Your buildings have a huge variety of functions; they are central to your mission. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.