OTISLINE Customer Service Rep - Split Shift
Otis Elevator Co. is a leader in the elevator and escalator industry, and they are seeking a Customer Service Representative for their OTISLINE call center. The role involves processing service requests, dispatching mechanics, and providing exceptional customer service in a fast-paced environment.
Responsibilities
- Receive, document, and process service requests from customers, mechanics, elevator phones, and Otis local offices utilizing Salesforce Service Cloud
- 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 dedicated workspace and high-speed internet
- Excellent customer service 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. Shift differential pay is offered for hours worked outside 1st shift/weekdays
- Regular attendance, including the ability to start assigned shift on-time, is mandatory
- Candidate must possess the ability to type at least 25 wpm with accuracy
- 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
- French/English language required
Benefits
- Incentive compensation program based on your quality and productivity performance
- Employee Scholar Program
Company Overview