OtisLine Seasonal Customer Service Representative
Otis Elevator Co. is the world’s leading elevator and escalator manufacturing, installation, and service company. They are seeking a Seasonal Customer Service Representative for their OTISLINE® customer care call center, where the role involves handling service requests and ensuring timely dispatch of service mechanics.
Responsibilities
- Steady inbound call center agent, document and process service requests from customers, mechanics, elevator phones and Otis local offices utilizing Salesforce Service Cloud and RingCentral
- Ensure the timely dispatching of service mechanics and escalate requests to Otis field management as appropriate
- Work on other tasks as necessary such as, elevator phone programming and continuous improvement activities
Skills
- High school diploma
- Must have a quiet dedicated workspace and high speed internet
- Excellent telephone customer services skills, including professional phone etiquette and the ability to handle difficult customers and trapped elevator passengers
- Candidate must demonstrate a strong familiarity with computers and basic application familiarity
- Excellent communication skills, including speaking, listening and writing as well as attention to detail and the ability to follow standard processes and procedures is a requirement
- Ability to attain and maintain department performance metrics (such as call handle time, schedule adherence, and quality monitoring)
- Candidate must be able to adhere to assigned work schedules, including but not limited to assigned shift, hours, and days off
- Candidate must also be able to work rotational scheduled weekends and holidays
- Regular attendance, including the ability to start assigned shift on-time, is mandatory
- Candidate must be able to work well in a call center and team environment and understand shift work and its requirements; including willingness to handle evening shifts, weekends and holidays
- Ability to adhere to Otis' absolutes of safety, ethics and quality
Benefits
- Incentive compensation program based on your quality and productivity performance
- Shift differential pay is offered for hours worked outside 1st shift/weekdays
- Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs
Company Overview