Centralized Care Agent

JOB REQUIREMENTS: This is a 2ndshift position - Tues-Sat 1:30pm-10pm CSTMust be able to work holidays and weekends This will be an onsite role.What you will do: Under direct supervision, the Centralized Care Agentis responsible for the handling of inbound and outbound calls and emailsfrom internal and external customers. These inbound calls will consistof listening to the needs of the customer and directing them to theappropriate person/department. Centralized Care Agents will utilizeon-line tools and resources to assist in making appropriate decisionswhen internally transferring customer calls. In addition, theCentralized Care Agent will be responsible for updating accountinformation, providing back-office support activities, knowledge of HVACtechnical terminology, understanding Johnson Controls business offeringsand maintaining increased level of customer satisfaction. As aCentralized Care Agent, it will be key to effectively utilize bothcustomer service skills as well as technical skills to satisfy ourcustomers' needs and provide a satisfactory customer experience. Howyou will do it: As a Centralized Care Agent, it is important to exhibitexcellent communication skills, basic knowledge of computerapplications, listening skills and problem-solving skills. Agents needto be flexible, able to deal with change, handle a high volume of callsproficiently and work in a fast-paced environment. Principle Duties:Responsible for the handling of inbound and outbound phone calls andemails from our internal and external customers. Utilizes knowledge ofHVAC terminology and Johnson Controls business offerings to understandcustomer needs and effectively identify where to direct inbound andoutbound calls. Has a working knowledge of service management database(NxGen) to quickly identify and accurately update customer accountinformation. Utilizes customer service and computer skills to managecustomer contact professionally and proficiently to meet CentralizedOperations Support Center performance goals for customer satisfaction,service level and quality. Establishes appropriate action plan for timeof day and priority. Determines when 'critical' systems issues requireimmediate escalation (i.e., life threatening, revenue-property riskproblems, hazardous material, and safety situations). Brings problems orcomplaints to the attention of... For full info follow applicationlink. Johnson Controls is an equal employment opportunity andaffirmative action employer and all qualified applicants will receiveconsideration for employment without regard to race, color, religion,sex, national origin, age, protected veteran status, status as aqualified individual with a disability, or any other characteristicprotected by law. For more information, please view EEO is the Law. Ifyou are an individual with a disability and you require an accommodationduring the application process, please visit APPLICATIONINSTRUCTIONS: Apply Online: ipc.us/t/03978D555D944A5C Qualified females,minorities, and special disabled veterans and other veterans areencouraged to apply.

Created: 2026-02-16