HVAC Care Center Agent — Expert Customer Support

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

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.