Applied Customer Service Team Lead

About Us:

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:

As a CSR Team Lead, you will oversee, coach, and support a dynamic team of Customer Service Representatives (CSRs) to enhance process compliance, productivity, and profitability within service contracts. You will also drive operational improvements by actively engaging with leadership and ensuring alignment with organizational goals.

• Proactively engage with leadership to align CSR roles with company objectives and provide guidance during hiring processes. By collaborating effectively with stakeholders, you will streamline operations and remove obstacles to productivity.

• Lead by example by fostering a collaborative environment that promotes best practices and shared goals. Your focus on seamless team integration will ensure a unified approach to achieving success.

• Analyze and resolve complex operational challenges, initiating improvements to enhance service delivery. Through continuous improvement and problem-solving methodologies, you will drive better outcomes and performance.

• Provide coaching and training to team members to track and optimize key performance indicators (KPIs). Your commitment to accountability and integrity will establish a strong foundation for team growth.

• Utilize tools like Power BI to monitor performance metrics and ensure alignment with strategic targets. Adopting innovative approaches will help achieve efficient and effective service operations.

What We Offer:

• Competitive compensation and benefits package
• Opportunities for professional growth and development
• Supportive and inclusive work environment
• Engagement in impactful projects that contribute to sustainability

Qualifications:

• Demonstrated experience in leadership roles within customer service or operations
• Strong analytical and problem-solving skills
• Proficiency in relevant software tools and performance tracking systems
• Excellent interpersonal and communication skills
• A commitment to fostering a collaborative and safe work environment

Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion.