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About the Role

The Facilities Services Customer Center Operator provides customer service and front-line support for the Johnson Controls P3 client site of Humber Hospital, managing maintenance and operations requests. This role is crucial for the 24/7 dispatch center, ensuring timely fulfillment and resolution of client needs in a fast-paced, client-service-focused environment.

Responsibilities

• Handle inbound service requests via telephone, email, and web interface.
• Initiate work orders for timely fulfillment and resolution of client requests.
• Create and dispatch work orders to appropriate internal and external service providers.
• Relay appropriate information to front-line facilities managers.
• Assess and accurately assign priority levels to service requests.
• Troubleshoot service issues and communicate with internal technicians, Facility Managers, external service providers, landlords, and other relevant parties.
• Provide customer service support.
• Participate in program initiatives undertaken by the Dispatch Centre.
• Maintain confidentiality of client account information.
• Conduct work in a professional manner.
• Demonstrate Dispatch Centre capabilities to potential and existing clients and prospective hires by having them Y-cord into live calls (may be required).
• Provide training to new Team Members (may be required).
• Other duties as assigned.

Requirements

• Learn client account details, service request/work order management systems, telephony system, and JCI Dispatch Centre policies, processes, and operating procedures.
• Learn techniques for troubleshooting service issues.
• Must have open availability to work weekends and holidays as required.
• One year or more of job-related experience.

Skills

• Language proficiency (verbal and written) in English, including proper grammar, spelling, and punctuation.
• Clear and effective communication skills.
• Strong customer-service orientation and demonstrated customer-service skills.
• Proficient typing and navigating computerized work systems while receiving and discussing verbal communication with the client.

Location

• Humber Hospital

Work Type

• 7/24/365 environment
• Rotating 8 or 12-hour shifts
• On-call duties may be assigned

Experience Level

• One year or more of job-related experience

Education Level

• High school completion plus a specialized technical or business course

Salary/Compensations

• $21.95 (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.)

Benefits

• Competitive benefits package

About the Company

• Johnson Controls enhances the intelligence of buildings. Their buildings have a purpose, serving as places for people to live, work, learn, heal, entertain, and shop. Johnson Controls helps drive outcomes that matter by making buildings smarter through a full range of systems and digital solutions, making them safer, more comfortable, more efficient, and more sustainable. They have been making buildings smarter since 1885 and offer the world’s largest portfolio of building products, technologies, software, and services.

Equal Opportunity

• Johnson Controls’ Canadian subsidiaries are committed to providing reasonable accommodation to applicants, candidates and employees with disabilities, in accordance with applicable human rights legislation, and in Ontario, in accordance with the Accessibility for Ontarians with Disabilities Act (“AODA”). When requested, accommodation will be provided throughout all stages of the recruitment and selection process.
• 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.