Customer Service Team Lead

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.