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Otis Elevator Co. · 1 day ago

OTISLINE Customer Service Rep - Split Shift

Bloomfield, CT

Full-time

Hybrid

New Grad, Entry Level

$41K/yr - $41K/yr

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.

Building MaintenanceCommercialIndustrialMachinery ManufacturingManufacturingTransportation

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

Qualification

Salesforce Service CloudCustomer service skillsComputer familiarityTyping 25 wpmFrench/English languageCommunication skillsAttention to detailTeamwork

Required

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