Johnson Controls Service Coordinator in Westminster, Massachusetts
What you will do:
The Service Coordinator will work in a call center environment answering incoming service calls from our customers, recording, prioritizing and assigning an anticipated scheduled date for service.
How you will do it:
• Receive customer requests for service in a professional manner, obtaining detailed information in order to efficiently dispatch and schedule service calls. • Accurately enter service request information in our ACE/Oracle system while the customer is on the phone. • Utilize the automated scheduler functionality in Oracle (ACE) and assign the service call to the optimal technician based on skills, territories, customer preferred technician (if applicable), availability of the technician, service contract response time, criticality of the call and proximity to the customer. • Demonstrate the ability to prioritize scheduling backorders in addition to tracking and resolving customer issues. Reassign work as needed to manage customer's expectations making judgments based on current workloads and priorities. • Alert management of potential problems resulting from customer or field complaints and work to resolve. • This opening is for a first or second shift position. Selected candidate should expect to work a shift between 7am and 9 pm.
What we look for:
• High School diploma or equivalent certification required. • Experience in Fire and Security or other major industries a plus. • Strong PC literacy • Advanced skills in Microsoft Outlook • Excellent verbal and written communication skills. • A strong work ethic and ability to communicate effectively with upper management. • Ability to navigate through matrix organization and multi-task, problem-solve, and adapt to change in a fast-paced dynamic environment. • Customer service mindset and high interpersonal savvy and approachability. • Consistent pleasant and professional demeanor toward all levels of team members. • Ability to complete assigned tasks with a minimum of guidance and oversight. • Ability to prioritize multiple tasks. • Must have attention to detail and excellent communication skills. • Excellent administrative skills are a must. • Must be able pass a pre-employment background and drug-screening.
• 2 years administrative experience, scheduling experience preferred. • 2 years of experience working in a corporate environment preferred. • Proficiency with MS Word and Excel preferred • Oracle and web based platform systems experience preferred.
Johnson Controls 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, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou.
Job: *Customer Support
Organization: *Bldg Technologies & Solutions
Title: Service Coordinator
Requisition ID: EB00063842013