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Customer Response Center Team Manager

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Customer Support
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WD30063838037 Requisition #
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What you will do:

 

Perform front-line management including hiring, teaching, coaching and mentoring assigned Customer Response Center (CRC) Representatives to ensure Standard Operating Procedure (SOP) compliance, monitoring phone and email volumes and adjusting capacity/demand to meet service levels.  Working with Sales and Service personnel to ensure customer requested procedures are incorporated and followed.  Oversee scheduling of each field service repair call across the United States.

 

How you will do it:

 

  • Troubleshooting to resolve customer issues on their first call and without rolling a truck. 
  • Ensuring customer entitlement of products and services under warranty or maintenance agreement or time & material billing. 
  • Exchange of faulty equipment for customer self-service. 
  • Assigning qualified technicians to service correct customer locations.
  • Leading team to ensure scheduling of technician visits meets or exceeds business KPIs (SLA, technician productivity, etc.). 
  • Customer service fundamentals, call management systems, data base management and ticketing. 
  • Critical thinker, able to resolve issues tactfully, following department procedures, company guidelines and ethics.  Proactive, confident, resilient, adaptable, positive and approachable. 
  • Ability to communicate ideas clearly, both orally and in writing, and listen well to others.  
  • Customer satisfaction driven, empathetic problem solver. 
  • All processes should be implemented utilizing ITIL methodologies.

What we look for:

Required

 

  • 3 years in a supervisory position, interviewing, training and evaluating and mentoring others. 
  • Technical competency with PCs and software required. 
  • Self-Motivated, Professional, collaborative, articulate with a conscientious work ethic.
  • Occasional travel to customer or auxiliary team site

 

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


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