Service Coordinator (Remote)

About the Role

This position operates in a call center environment, handling incoming calls from both external and internal customers while maintaining a high level of customer service. The successful candidate will demonstrate the ability to meet or exceed SRC key performance indicators and will support the SRC Supervisor as needed. Additionally, the role includes mentoring new hires during and after their training. Key duties include receiving service requests professionally, gathering detailed information, and efficiently dispatching and scheduling service calls. The representative will accurately input request data into the SEDU/Genesys system while the customer remains on the line. They will also provide leadership among Service Coordinators, mentor new hires, and contribute insights during operational meetings. The incumbent will evaluate current processes, recommend enhancements for timely and efficient service, and alert management to potential problems arising from customer or field complaints, working to resolve at‑risk issues. Additional responsibilities may involve Elite line training, preparing mandatory PO weekly reports, and generating daily temporary account reports. • Answer incoming calls from external and internal customers while delivering high-quality service. • Meet or exceed SRC key performance indicators. • Mentor new hires during and after training and support the SRC Supervisor as needed. • Receive, document, and dispatch service requests accurately in the SEDU/Genesys system. • Lead Service Coordinators and provide guidance to new hire candidates. • Participate in operational meetings and suggest process improvements. • Identify and resolve customer or field complaints, mitigating at‑risk issues. • Prepare Elite line training, mandatory PO weekly report, and daily temporary account report.

Key Responsibilities

• ▸genesys system
• ▸service dispatch
• ▸report preparation
• ▸process improvement
• ▸call handling
• ▸mentoring

What You Bring

Minimum qualifications include three to five years of customer service experience, with at least two years in SRC, the ability to multitask in a fast‑paced environment, and excellent written and verbal communication skills. Experience with SEDU or Oracle Field Cloud systems is preferred, and a high school diploma or equivalent is required. • Possess 3–5 years of customer service experience with at least 2 years in SRC. • Ability to multitask in a fast‑paced environment; strong written and verbal communication skills. • Preferred experience with SEDU or Oracle Field Cloud systems. • Hold a high school diploma or equivalent.

Requirements

• ▸customer service
• ▸src
• ▸multitasking
• ▸sedu
• ▸oracle cloud
• ▸high school

Benefits

The hourly wage ranges from $20 to $30, determined by education, experience, knowledge, skills, abilities, internal equity, and market data. The position offers a competitive benefits package, details of which are available on the Employee Benefits tab of the Johnson Controls careers page. • Hourly wage $20‑30 with a competitive benefits package.

Work Environment

Remote