Description - External 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.
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.
Qualifications - External What we look for:
PC skills Microsoft Office Products e.g., Word, Excel, Outlook, and Power Point.
Excellent written and communication skills required.
Can you tell me about yourself?
What is your current role and why are you leaving?
Why interested in this position?
Tell me how you organize, plan, and prioritize your work.
What are your strengths and weakness?
Tell me about a time you had a difficult customer, how did you de-escalate the situation?
What’s the best way to help a customer who has worked with multiple agents and hasn’t received the help they need?
Why should we hire you over someone else?
Based on your previous roles what relevant experience do you have for this position?
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.