JOB REQUIREMENTS: How you will do it: As a COSC Customer Service Team Lead, it is important to exhibit effective leadership and customer service skills, excellent communication skills, basic knowledge of computer applications, listening skills and problem-solving skills. COSC Customer Service Team Leads need to be flexible, able to deal with change, ability to manage a fast-paced call center and can work through escalated customer situations. Principle Duties: Responsible for overseeing the day-to-day operations of an inbound customer contact center supporting our internal and external customers. Assists and mentors COSC Field Coordinators on new procedures and systems. Working with the COSC Manager, identifies, develops, and provides specialized training needs for the COSC Field Coordinators as directed. Recommends ideas to enhance existing workflow processes. Assists in maintaining team motivation and morale through continuous feedback, positive reinforcement, and encouragement. Encourages associates to achieve their potential. Coaches team members with respect to developing successful customer relationships for both internal and external customers. Exhibits strong customer service and leadership skills. Communicates (written and verbal) processes and procedures within the team and with external and internal customers including those at a management level. Works effectively with other JCI departments. Provides support or training to internal customers on policies and web tools. Utilizes knowledge of HVAC terminology and Johnson Controls business offerings to understand customer needs. Has a working knowledge of service management database (NxGen) to quickly identify and accurately update customer account information. Utilizes customer service and computer skills to manage customer contact professionally and proficiently to meet Centralized Operations Support Center performance goals for customer satisfaction, service level and quality. Establishes appropriate action plan for time of day and priority. Determines when \'critical\' systems issues require immediate escalation (i.e., life threatening, revenue-property risk problems, hazardous material, and safety situations). Partners closely with the Branch Service groups and field service teams, provide input to develop strategies that will support efficient execution of service backlog obligations that meet or... For full info follow application link. Johnson Controls 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, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/19B0E1D482384471 Qualified females, minorities, and special disabled veterans and other veterans are encouraged to apply.