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Customer Service Support Coordinator I

Johnson Controls - Rydalmere, NSW

Customer Service & Call Centre
Source: uWorkin


Who we are

Johnson Controls is the global leader for smart, healthy and sustainable buildings. At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter.

Sustainability is a top priority for our company. We committed to invest 75 percent of new product development R&D in climate-related innovation to develop sustainable products and services. We take sustainability seriously. Achieving net zero carbon emissions before 2040 is just one of our commitments to making the world a better place.

What you will do:

The Customer Service Representative is responsible for, scheduling, coordinating, and dispatching field technicians to perform service work in the security alarm industry. You will be liaising with clients in our Major Accounts portfolio, which are large companies across multiple industries.

How you will do it:

  • Adherence of ADT Security EH&S, QA and HR Policies and Procedures
  • Monitor and manage the service job queues for all service jobs
  • Provide knowledgeable, courteous and helpful customer service
  • Monitor and manage the jobs assigned to technicians queue
  • Ensure all SLA’s are met in accordance with contracts and customer expectations
  • Ensure KPI’s are achieved and met as per the requirements of both ADT and its customers
  • Provide a direct conduit between ADT and the customer for all service works
  • Ensure all jobs have correct data advising the customer of the chargeable service rates and travel charges if applicable
  • Actively check all jobs have been processed as per the ADT Policy and Procedures from Finance, Service Managers, and other Key Account Holders
  • Ensure the technician has parts required prior to attending and book any additional equipment that may be required to complete works
  • Other activities as requested by the service Manager
  • Build and maintain good working relationships with our internal customers, such as Technicians, Subcontractors, Service Managers, Sales Managers, Sales Rep’s and suppliers

Rydalmere, NSW

Customer Service & Call Centre


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