Service Support Coordinator

Johnson Controls, Inc.; Irving (TX); Remote; USD 10,000 - 60,000; Full time

Job summary

A global leader in smart building solutions is seeking a Customer Service Support Representative to manage service requests and support strategic account customers. This remote role requires strong communication skills and experience in customer service. The ideal candidate has at least 2-3 years of related experience and is proficient in Microsoft Office. A competitive pay range and benefits package are offered.

Benefits

Competitive pay

Paid vacation/holidays/sick time

401K, medical, dental, and vision care

On-the-job training and resources

Company vehicle and tools provided

Employee discount programs

Qualifications

• 2-3 years equivalent work experience required.
• Experience in a customer service role preferred.
• Exceptional skills with ACE, SharePoint, and third-party websites preferred.

Responsibilities

• Handle customer service requests via phone or email.
• Create and manage service requests using Oracle ACE or Genesys.
• Coordinate with district offices for customer service support.

Skills

Excellent written and communication skills

Customer service background

PC skills in Microsoft Office

Ability to multi-task

Education

High School Diploma or Equivalent

Tools

Microsoft Office Products

ACE

SharePoint

Job description

Unleash your potential with the Johnson Controls team!

As a global leader in smart, healthy, and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places, and the planet. Join our winning team and pave the way for a bright future. With our extensive reach across various industries worldwide, our teams are uniquely positioned to support and empower you. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing.

What we offer

• Competitive pay
• Paid vacation/holidays/sick time - 10 days of vacation first year!
• Comprehensive benefits package including 401K, medical, dental, and vision care Available day one!
• Extensive product and on-the-job/cross-training opportunities Withoutstanding internal resources!
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy
• Company vehicle, tools, and equipment provided to complete all jobs.
• JCI Employee discount programs (The Loop by Perk Spot)
• Check us Out: A Day in the Life of the Building of the Future

This is a Remote Position.

What you will do:

This position reports to the Strategic Account Service Support Team Manager. The individual will receive and process National Account customer service requests via inbound phone calls from the dedicated service support line, emails, or customer portals and will coordinate with appropriate District office location for customer service/inspection support. Additionally, will support Senior Strategic Account Service Support Coordinators as needed.

How you will do it:

• Receive requests for service from customers/or other Strategic Account Service Support Coordinators (via phone, email, or customer portal) and forward to appropriate branch office, follow up and report completed work to the customer.
• Create Service Requests for customer via Oracle ACE or Genesys.
• Review On-Hold Report daily for service requests that require your attention.
• Review Open Call Report daily for service requests that require follow up.
• This is a position that will involve a high level of investigation to achieve problem resolution.
• Serve as the primary point of contact for select National Accounts customers in USA (and assist Canada) ensuring all service-related requests are met including inspections, service calls, emergency parts deliveries and all written correspondence is completed and forwarded to the customer.
• Process quotes and proposals when required.
• Implement client contracts and provide information to regional and district personnel.
• Coordinate customer requirements and issues of concern, to include monthly account reporting requirements (extraction of late inspection reports via system(s) utilized by the SST group, follow up on open issue(s) reported by the customer in a timely and accurate manner as required and any other reporting means required and requested by management or the customer).
• All other duties as assigned.
• Serve as a first level contact for customers on the call center line and forward to Senior SSCs if further follow up is needed based off assigned customer portfolios.

What we look for

Required

• Education: High School Diploma or Equivalent
• Experience: 2-3 years equivalent work experience
• PC skills Microsoft Office Products e.g., Word, Excel, Outlook, and Power Point.
• Excellent written and communication skills required.
• Customer service background.
• Ability to Multi-task

Preferred:

• Exceptional skills with but not limited to ACE, SharePoint, and Third-Party Websites.

Hiring hourly range: $25.96-$32.69 (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, location and alignment with market data.) This position includes a competitive benefits package.