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
At Otis, we are dedicated to connecting you to the people and places that matter. It was founded in 1853, and is headquartered in Farmington, Connecticut, USA, with a workforce of 10001+ employees. Its website is http://www.otis.com/.
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