Otisline Customer Service Representative

Otis Elevator Co. is a global leader in the elevator and escalator industry, committed to delivering outstanding service through its OTISLINE team. The Otisline Customer Service Representative is responsible for processing service requests, dispatching service mechanics, and participating in continuous improvement activities within a hybrid work 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

• A hybrid remote work arrangement is an option once fully trained and productive
• Participate in an incentive compensation program based on your quality and productivity performance
• Shift differential pay is offered for hours worked outside 1st shift/weekdays
• We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects
• Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs

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