Onsite Centralized Care Agent - Customer Support

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

Job summary

Johnson Controls in Aurora, CO seeks a Centralized Care Agent to handle inbound and outbound calls and emails from customers. You will update account information, use NxGen for service entries, and direct inquiries to the correct department.

Strong HVAC knowledge and customer service skills are required for a high-satisfaction experience. The role is onsite, requires flexibility to work holidays and weekends, and involves collaborating with Branch Service groups to manage service backlog and

Qualifications

• High School diploma or equivalent with one to two years related experience in service coordination.
• Ability to communicate and follow up with customers in a busy service environment.
• Previous call center experience is a plus.

Responsibilities

• Handle inbound and outbound phone calls and emails from internal and external customers.
• Direct customer needs to the appropriate person/department and transfer calls as needed.
• Update account information and provide back-office support using NxGen and other tools.
• Apply HVAC terminology and Johnson Controls offerings to satisfy customer needs.
• Escalate critical issues promptly and collaborate with Branch Service teams.

Skills

customer service

communication skills

listening skills

problem solving

multi-tasking

Education

High School diploma or equivalent

Tools

NxGen

Windows

MS Office

Excel

Job description

Johnson Controls in Aurora, CO seeks a Centralized Care Agent to handle inbound and outbound calls and emails from customers. You will update account information, use NxGen for service entries, and direct inquiries to the correct department.

Strong HVAC knowledge and customer service skills are required for a high-satisfaction experience. The role is onsite, requires flexibility to work holidays and weekends, and involves collaborating with Branch Service groups to manage service backlog and