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