Call Center Operator

About the Role

• Answer inbound calls from internal and external customers, listening to needs and routing to the appropriate department. • Utilize online tools and HVAC terminology to make decisions and update customer account information in NxGen. • Provide back‑office support and ensure high levels of customer satisfaction. • Apply strong communication, listening, problem‑solving and basic computer skills in a fast‑paced environment. • Handle high call volumes, adapt to change, and follow established action plans based on priority and time of day. • Escalate critical system issues (life‑threatening, safety, hazardous material) immediately. • Report problems or complaints to management and collaborate with branch service and field teams to meet service backlog goals. • Deliver additional service administration support as needed.

Key Responsibilities

• ▸call handling
• ▸nxgen updates
• ▸hvac tools
• ▸issue escalation
• ▸service reporting
• ▸admin support

What You Bring

Under direct supervision, the agent handles inbound calls from internal and external customers, using online tools, HVAC terminology, and the NxGen service management database to route calls, update account information, and provide back‑office support while maintaining high customer satisfaction. Success in this fast‑paced environment depends on excellent communication, listening, problem‑solving, basic computer skills, and the ability to manage a high volume of calls and adapt to change. • High school diploma or equivalent with 1–2 years of service coordination or call‑center experience. • Ability to communicate effectively and follow up with customers in a busy support center. • Proven multitasking ability, tact, and cooperation while managing diverse service activities. • Self‑directed work style to achieve defined goals and customer objectives. • Proficiency with Windows and Microsoft Office (Word, Excel). • Knowledge or aptitude for building systems and HVAC terminology. • Strong written and verbal communication, problem‑solving, and multi‑tasking skills. • Prior call‑center experience is a plus.

Requirements

• ▸high school
• ▸call center
• ▸windows
• ▸office
• ▸hvac
• ▸problem solving

Benefits

The position offers an hourly rate of $24‑36, determined by the applicant's education, experience, knowledge, skills, and abilities, along with a competitive benefits package. Johnson Controls is an equal‑opportunity and affirmative‑action employer committed to providing accommodations for individuals with disabilities throughout the application process.

Work Environment

Onsite