Customer Experience Manager
Assured Benefits Administrators
Cyber Security
Customer Support Supervisor
Johnson Controls
full-time
Posted on:
Location Type: Hybrid
Location: Lubbock • Texas, Wisconsin • 🇺🇸 United States
Visit company websiteSalary
💰 $73,000 - $91,000 per year
Job Level
Mid-LevelSenior
Tech Stack
SFDC
About the role
- In the office 3 days per week and 2 remote supporting the US, Canada, and Latin America; hours will vary depending on region supported
- Execute all administrative tasks relating to the Johnson Controls Fire Suppression parts and product
- Positively interact with customers both verbally and written
- Supervise a team of 5-10 people
- Handle escalated customer complaints
- Create SOPs to maintain backlog at a healthy level
- Maintain SLA of 30 day max for open cases
- Keep backlog for both WM and SPH teams under 300 cases
- Review and close disputes with collections team
- Follow up and coordinate internal resolution to customer complaints
- Handle RMA credits
- Manage Metrics
- Supervise cases in Salesforce.com
Requirements
- University degree or equivalent combination of education and experience
- 3 years of supervisory experience
- Minimum of 2 years CRM experience with Salesforce.com, SAP and/or JD Edwards
- Must demonstrate a customer service focus with a strong orientation for sensitivity and professionalism when handling customer calls, questions, and concerns.
- Experience prioritizing and carrying out multiple assignments effectively and concurrently
- Excellent problem-solving skills
- Ability to demonstrate proactive behavior
- Adept to working in a fast paced, team-oriented environment with quickly changing priorities
- Exhibits active listening skills
- Attention to detail
- Strong computer skills including proficiency with Microsoft Office suite of products
- Preferred: Previous experience leading a remote team
Benefits
- Competitive wages
- Paid vacation/holidays/sick time - 15 days of vacation first year
- Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
- Extensive product and on the job/cross training opportunities
- Outstanding resources with encouraging and collaborative team environment
- Dedication to safety through our Zero Harm policy
- Competitive benefits package
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
supervisory experienceCRM experienceSalesforce.comSAPJD Edwardsproblem-solvingattention to detailMicrosoft Office
Soft skills
customer service focussensitivityprofessionalismproactive behavioractive listeningteam-orientedability to prioritizeeffective communication
Certifications
university degree
