Customer Service Representative
3 days ago
About the Role:
We are seeking a highly skilled Customer Service Representative to join our team in a 2nd shift role. As a key member of our customer care team, you will be responsible for providing exceptional service to our customers, ensuring their needs are met, and resolving any issues that may arise.
Key Responsibilities:
- Receive, document, and process service requests from customers, mechanics, 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.
Requirements:
- 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.
- 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 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.
- Ability to adhere to Otis' absolutes of safety, ethics, and quality.
- French/English language required.
What We Offer:
- 2nd shift, weekend differential
- Bilingual monthly bonus
About Otis:
Otis is the world's leading elevator and escalator manufacturing, installation, and service company. We move 2 billion people every day and maintain approximately 2.2 million customer units worldwide, the industry's largest Service portfolio.
We are 69,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide.
We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.
We provide opportunities, training, and resources that build leadership and capabilities in Sales, Field, Engineering, and Major Projects, and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.
Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do. We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do.
Otis is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
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