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Customer Support
WD30131493321 Requisition #

What you will do:

The Retail Team manager is responsible for the service delivery and customer support of JCI Retail department within the National Dispatch Center.  The manager will support a hybrid team of CRC (Customer Service Inbound) and RSST (Technician Service Dispatch) team members.  The manager will work closely with the Retail Leadership team and field district managers to achieve a broader set of company objectives. 

How you will do it:

  • Supports direct line agents and performs all necessary management duties
  • Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
  • Enables assimilation of new employees through the onboarding process
  •  Assists with new team member training as needed
  • Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
  • Builds strong partnerships with field leaders and Boca Retail team.
  • Communicates deadlines and goals to team members
  • Performs service dispatch and supports field operation activities as needed
  • Supports strategies to promote team member adherence to company regulations and performance goals
  • Conduct team meetings to update members on best practices and continuing expectations
  • Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
  • Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints.


What we look for:

  • Minimum of 2 years industry experience (customer service)
  • Team leadership experience
  • Strong oral and written communication skills
  • Service dispatch scheduling experience
  • Results oriented
  • Training experience
  • Self motivation
  • Strong relationship building
  • Customer service skills



Where legally permissible, if hired, candidate is required to be fully vaccinated against Covid-19 no later than his/her start date, unless candidate has a valid medical condition or sincerely held religious belief precluding he/she from receiving the vaccine.



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, 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/careers.




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