Customer Care Support Supervisor 2 at Johnson… · Myrtle…

Customer Care Support Supervisor 2

Location: Myrtle Beach-South Carolina-United States of America

Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!

What we offer

• Competitive salary
• 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 with outstanding resources
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy
• JCI Employee discount programs (The Loop by Perk Spot)

What you will do

As the Area Service Support Manager, you'll lead and motivate a team of Inspection Schedulers responsible for the administrative coordination of our fire electronic and sprinkler inspection services. Your primary focus will be to ensure adequate scheduling coverage by managing your team to support local markets. Foster an inclusive culture that enhances performance through effective evaluation, training, and recruitment of your scheduling team.

You will drive branch outcomes by utilizing key performance indicators and optimizing workflow processes. Your responsibilities will include monitoring progress, measuring performance, and continuously seeking improvements to maximize productivity and ensure the quality of all scheduling activities. You will help shape and communicate our strategic initiatives to your front-line schedulers to achieve our collective goals.

How you will do it:

Drive branch outcomes through key performance indicators and workflow processes. You will be responsible for monitoring progress, measuring, and seeking to improve throughput to ensure maximum productivity, as well as, to ensure the quality of all scheduling activities. You will help develop and deliver our strategy, effectively communicating it to our front-line schedulers to achieve the desired results.

• Schedule Fullness is the heartbeat of your operation and ensures inspector schedules are planned out in advance and inspectors are fully utilized to their capacity to maximize efficiency and tasks executed per day.
• Subcontracted Inspections tracking, ensuring your schedulers are coordinating and communicating in a timely manner with subcontractors and following up them to ensure work has been coordinated and completed on time in accordance with contract obligations.
• On-time Inspections drives us meeting our contractual obligations and is a top priority of ours. This measures our rate at which we successfully schedule and execute our inspections in the month they are due.
• Past Due Inspections kept to a minimal amount by monitoring scheduler adherence and participation in required past due review meetings with key stakeholders in our markets. It will be your responsibility to ensure schedulers are following all documentation requirements, documenting their attempts, certified letter tracking and cancellations.
• Inspections Burndown will be how you measure your team’s success in our day-to-day operations by reviewing progress to targets in schedule + executed on both past due and current month inspections. Your schedulers will also be responsible for the upkeep of our IST reporting, tracking inspections, assignees, estimated durations to complete and frequencies of inspections.
• Billed not Inspected (BNI) reduction achieved by driving your team to meet KPIs and overseeing the operation to ensure our scheduling procedures, documented attempts, cancelation processes are followed.
• On-hold Resolution of any inspections that are put on hold for invoicing due to missing inspection reports or required documentation. You will monitor average days on hold and holds assigned to your team to resolve by our billing center and ensure timely response and resolution.
• PSA Revenue plan achievement through limiting customer attrition of our contracted customer base. You will play a big part by overseeing your team and ensuring our pre-paid and BAMA inspection are scheduled and completed in the month they are due.
• Best-in-class customer service by overseeing scheduler adherence to our operating procedures, meeting rhythms, documentation requirements and customer confirmations through email and/or phone.

HR activities: Manage the coordination of HR processes such as on-boarding and off-boarding of employees, payroll processing, employee record updating, annual reviews, Leave of Absence (LOA) processes and the maintenance of all confidential personnel records. Assist our HR Team with any rollouts and administration of HR initiatives and programs.

What We Look For:

Required:

• Strong verbal and written communication skills
• Proficient analytical skills and adeptness with MS Office, particularly Excel and Power BI
• Familiarity with Johnson Controls systems (Oracle ACE, Genesys, Optymus)
• Degree in Business Administration, Finance, or a related field preferred, or equivalent work experience
• 3-5 years of relevant industry experience, including local branch administration

Preferred candidates will have:

• Previous supervisory experience leading administrative staff/schedulers
• Strong leadership competencies and organizational skills
• Ability to lead through change and embody the company's values to team members and customers

HIRING SALARY RANGE: $85,000-117,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This role offers a competitive Bonus plan that will take into account individual, group, and corporate performance. This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.