Service Support Coordinator
Service Support Coordinator
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
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.
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 OnHold 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 servicerelated 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 .
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 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:
Education: High School Diploma or Equivalent
Experience: 23 years equivalent work experience
Required:
PC skills Microsoft Office Products e.g. Word Excel Outlook and Power Point.
Excellent written and communication skills .
Customer service background.
Ability to Multitask
Preferred:
Exceptional skills with but not limited to ACE SharePoint and ThirdParty Websites.
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 nondiscrimination 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.
Required Experience:
IC
Employment Type
Full-Time
