P3 Call Center Team Lead

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward

What you will do:

Under direct supervision, the P3 Call Center Team Lead is responsible for handling inbound and outbound phone calls and emails related to P3 Facilities Management requests, including contractor notifications, Event Center monitoring, and necessary escalations. This also includes updating existing service tickets and conducting follow‑up communications with customers and contractors. P3 Call Center Team Lead will utilize online tools and resources to assist in making appropriate decisions when handling inbound customer contacts. In addition, the P3 Call Center Team Lead will be responsible for updating account information, creating service requests, dispatching, providing back-office support activities, knowledge of HVAC, Fire and Security technical terminology, understanding Johnson Controls business offerings and maintaining an increased level of customer satisfaction. It will be key to effectively utilize customer service skills as well as technical skills to satisfy our customers’ needs and provide satisfactory customer experience.  The P3 Call Center Team Lead provides leadership support and serves as the primary point of contact for agent inquiries, customer escalations, and overall shift operations oversight.

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How you will do it:

As a P3 Call Center Team Lead, it is important to demonstrate excellent communication, leadership and customer service skills, a working knowledge of computer applications, strong listening abilities, and effective problem‑solving skills. P3 Call Center Team Leads must be flexible, adaptable to change, capable of handling a high volume of calls and emails efficiently, and able to perform effectively in a fast‑paced environment.

SHIFT SCHEDULE: Tuesday-Saturday, 5:30am-2:00pm CT

Principle Duties:

• Receive inbound customer phone calls related to P3 Facilities Management, HVAC, Fire & Security requests and create service tickets in accordance with established processes.
• Responsible for overseeing the day-to-day operations of an inbound customer contact center supporting our internal and external customers
• Provide leadership support and serve as the primary point of contact for agent inquiries and customer escalations.
• Monitor customer‑specific email inboxes for P3 Facilities Management, HVAC, Fire & Security requests and create service tickets following established processes
• Assist customers with questions, concerns, and issue resolutions.
• Monitor the Event Center, consisting of active service requests, to ensure timely responses in line with established processes.
• Escalate service tickets based on elapsed time to ensure appropriate resolution and prevent potential penalties.
• Utilize strong customer service skills and technical abilities to effectively meet customer needs.
• Deliver world‑class service to enhance overall customer satisfaction.
• Maintain individual performance standards related to inbound phone answer rates, ticket creation accuracy, and customer satisfaction metrics.
• Accurately and efficiently create service requests within site‑specific time requirements.
• Navigate wave‑based technical applications to assist customers in creating service requests.
• Perform other duties as assigned.

REQUIREMENTS: 

• High School diploma or equivalent with one to two years related experience in service coordination for a service organization. 
• Able to effectively communicate and follow up with customers in a busy service Call Center environment.
• Demonstrates ability to simultaneously handle a large and diverse number of service activities where tact and cooperation are crucial.  
• Able to work independently in a self-directed mode to meet defined goals and customer objectives.  
• Familiar with personal computer-based applications such as Windows and MS Office (MS Word, Excel).  
• Possesses building systems knowledge or aptitude, demonstrated proficient written and verbal communication skills, problem solving skills, and the ability to multi-task.
• Previous call c