COSC Customer Service Team Lead

Job Details

What you will do:

Under the COSC Manager, the COSC Customer Service Team Lead is responsible for managing the day-to-day operations of the COSC 24/7 Call Center. Will coach and provide constructive feedback to team members to help achieve person and department goals. Complies with company policies, best practices and standard operating procedures to facilitate performance that exceeds customer expectations. Participates in driving productivity, profitability, and customer satisfaction for internal and external customers. handling of inbound calls from internal and external customers. COSC Customer Service Team Lead will utilize on-line tools and resources to assist in making appropriate decisions with staffing and management of inbound phone queue. In addition, the COSC Customer Service Team Lead will be responsible for updating account information, providing back-office support activities, knowledge of HVAC technical terminology, understanding Johnson Controls business offerings and maintaining increased level of customer satisfaction. As the COSC Customer Service Team Lead, it will be key to effectively utilize both customer service skills as well as technical skills to satisfy our customers' needs and provide a satisfactory customer experience.

How you will do it:

As a COSC Customer Service Team Lead, it is important to exhibit effective leadership and customer service skills, excellent communication skills, basic knowledge of computer applications, listening skills and problem-solving skills. COSC Customer Service Team Leads need to be flexible, able to deal with change, ability to manage a fast-paced call center and can work through escalated customer situations.

Principle Duties:

Responsible for overseeing the day-to-day operations of an inbound customer contact center supporting our internal and external customers. Assists and mentors COSC Field Coordinators on new procedures and systems. Working with the COSC Manager, identifies, develops, and provides specialized training needs for the COSC Field Coordinators as directed. Recommends ideas to enhance existing workflow processes. Assists in maintaining team motivation and morale through continuous feedback, positive reinforcement, and encouragement. Encourages associates to achieve their potential. Coaches team members with respect to developing successful customer relationships for both internal and external customers. Exhibits strong customer service and leadership skills. Communicates (written and verbal) processes and procedures within the team and with external and internal customers including those at a management level. Works effectively with other JCI departments. Provides support or training to internal customers on policies and web tools. Utilizes knowledge of HVAC terminology and Johnson Controls business offerings to understand customer needs. Has a working knowledge of service management database (NxGen) to quickly identify and accurately update customer account information. Utilizes customer service and computer skills to manage customer contact professionally and proficiently to meet Centralized Operations Support Center performance goals for customer satisfaction, service level and quality. Establishes appropriate action plan for time of day and priority. Determines when 'critical' systems issues require immediate escalation (i.e., life threatening, revenue-property risk problems, hazardous material, and safety situations). Partners closely with the Branch Service groups and field service teams, provide input to develop strategies that will support efficient execution of service backlog obligations that meet or exceed customer's expectations.

Performs other projects and duties as assigned.

REQUIREMENTS:

• College degree or equivalent related experience in service coordination for a service organization.
• Able to effectively communicate and follow up with customers in a busy service Centralized Operations Support Center environment.
• Demonstrates ability to simultaneously handle a large and diverse number of service activities where tact and cooperation are crucial.
• Able to work independently in a self-directed mode to meet defined goals and customer objectives.
• Familiar with personal computer-based applications such as Windows and MS Office (MS Word, Excel).
• Possesses building systems knowledge or aptitude, demonstrated proficient written and verbal communication skills, problem solving skills, and the ability to multi-task.
• Previous call center experience is a plus.

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.