Johnson Controls
Produces HVAC, fire, security and building automation systems to optimize and protect buildings globally.
Service Coordinator (Remote)
Handle inbound service calls, dispatch, mentor hires, improve processes.
Job Highlights
About the Role
This position works in a call center environment answering incoming calls from external and internal customers while maintaining a high level of customer service. The candidate must meet or exceed SRC KPIs and will mentor new hires during and after training, supporting the SRC Supervisor as needed. The role involves receiving service requests, dispatching and scheduling calls, entering data into the SEDU/Genesys system, and providing leadership among Service Coordinators and new‑hire candidates. The employee participates in operational meetings, evaluates processes for improvement, and alerts management to potential problems to protect at‑risk customers. Additional duties include Elite line training and generating weekly and daily reports. • Receive customer service requests professionally and gather detailed information for dispatch and scheduling. • Accurately enter service request data into the SEDU/Genesys system while on the call. • Lead and guide Service Coordinators and new‑hire candidates. • Mentor new hires during and after training as needed. • Participate in operational meetings to highlight improvement areas. • Evaluate current processes and recommend enhancements for faster, more efficient service. • Alert management to potential problems from customer or field complaints and resolve at‑risk issues. • Handle Elite line training, mandatory PO weekly reports, and daily temp account reports as required.
Key Responsibilities
- ▸service dispatch
- ▸genesys entry
- ▸report generation
- ▸process evaluation
- ▸team mentoring
- ▸call handling
What You Bring
Minimum qualifications include 3–5 years of customer service experience, at least 2 years with SRC, strong multitasking abilities in a fast‑paced environment, and excellent written and verbal communication skills. Experience with SEDU/Oracle field cloud systems is preferred and a high school diploma or equivalent is required.
Requirements
- ▸customer service
- ▸src
- ▸multitasking
- ▸communication
- ▸oracle
- ▸high school
Benefits
The hourly rate ranges from $20‑30, determined by education, experience, knowledge, skills, abilities, internal equity, and market data. The position includes a competitive benefits package as described on the Johnson Controls careers page.
Work Environment
Remote