Centralized Care Agent

Responsibilities

• Handle inbound calls from internal and external customers, listening to their needs and directing them to the appropriate department.
• Create service requests and utilize technical terminology related to HVAC, Fire, and Security systems.
• Coordinate after-hours scheduling to align technicians with customer service needs.
• Update customer account information accurately using service management databases.
• Determine when critical system issues require immediate escalation, such as life-threatening or safety situations.
• Partner with Branch Service groups and field teams to support efficient service execution.

Requirements

• High School diploma or equivalent.
• 1-2 years of experience in service coordination for a service organization.
• Proficiency in Windows and MS Office (Word, Excel).
• Strong communication, listening, and problem-solving skills.
• Ability to multi-task and handle a high volume of calls in a fast-paced environment.
• Ability to work on-site in Aurora, CO, on specific shifts (Tuesday-Saturday or Sunday-Thursday).

Preferred Qualifications

• Previous call center experience.
• Knowledge of building systems or technical aptitude in HVAC and security sectors.

About the Company

Johnson Controls is a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization. For more than 140 years, we have helped customers use energy more productively and reduce carbon emissions through advanced technology and industry-leading lifecycle services.