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Customer Care Representative I job in Madison

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Job Ref:  1619150
Employer:  Tyco
Country:  United States
County/State:  Wisconsin
City:  Madison
15/10/2016 22:08

Johnson Controls is a global diversified technology and multi industrial leader serving a wide range of customers in more than 150 countries. Our 117,000 employees create intelligent buildings, efficient energy solutions, integrated infrastructure and next generation transportation systems that work seamlessly together to deliver on the promise of smart cities and communities. Our commitment to sustainability dates back to our roots in 1885, with the invention of the first electric room thermostat. We are committed to helping our customers win and creating greater value for all of our stakeholders through strategic focus on our buildings and energy growth platforms. For additional information, please visit NA or follow us @johnsoncontrols on Twitter.

Position Summary:

The primary role of the Customer Care Representative I (CCR I) is to renew, maintain and grow SOW (share-of-wallet) within a defined and assigned customer base in an in-house, team based environment. The CCR I will follow RIF segment guidelines, performance metrics and expectations as well as contribute to a customer-focused strategy that will increase customer interactions and connections that will result in increased rates of retention, higher revenue per customer while at the same time ensure our customers are successful and enjoy an outstanding customer experience.

Duties and Responsibilities:

  • Perform all prescribed renewal, retention, sales growth and lead generating, activities within an assigned service agreement (PMA) customer base of approximately 2M (400-600 accounts)
  • Customer base will be comprise of accounts ranging from 2-10K annual PMA spend
  • Increase SOW sales and lengthen contract term against an assigned quota and objective
  • Act as the primary point of contact for the assigned customer base and develop a positive ongoing relationship with customers plus an intimate knowledge of each account (e.g. key decision makers, equipment, service contract, history, etc.)
  • Track and trace through SFDC specific customer data and account management activities
  • Interface effectively with district operations to deliver and improve service delivery
  • Determine customer needs and develop sales strategies to meet those objectives
  • Report progress and metrics to operation and corporate teams on a weekly and monthly basis

  • BA, BS or similar degree highly preferred

  • 1 years of sales and/or customer service experience with a similar product, service or industry


  • Highly motivated and success driven
  • Excellent communication skills and ability to quickly qualify opportunities
  • High degree of self-discipline
  • Independent, creative thinker
  • CRM knowledge – SFDC preferable
  • Social media as a customer connection tool
  • Comfortable with dialing dozens of calls per day
  • Ability to sell intangible services

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