Customer Service Agent

Found in: Talent US C2 - 2 weeks ago

Moline, United States KONE Full time

Founded in 1910, our mission is to improve the flow of urban life and make our world’s cities better places to live. We are a global leader that provides elevators, escalators and automatic building doors, as well as solutions for maintenance and modernization that add value to buildings throughout their life cycle. Through our innovative solutions, we strive to make people's journeys safe, convenient and reliable. Our operations in over 60 countries around the world has helped us achieve our position as an innovation and sustainability leader with repeated recognitions by Forbes, Corporate Knights for clean capitalism and others.

We pride ourselves on our family-centric culture and guiding principles that serve as the foundation of who we are and how we do business. In addition to our passion for safety and innovation, our culture is strengthened by our values of care, customer, collaboration and courage which connects us closer to the customers and communities we serve and makes us a great place to work. In addition to providing competitive salaries and an environment built on teamwork, flexibility and respect, we offer world-class benefits such as a matching 401K, pension plan, comprehensive health care and wellness plans for your entire family, as well as paid holidays and paid time off.

As KC3 Agent your main responsibilities will be:

Receive incoming calls from customers calling for service from KONE. Calls are to be answered promptly.

Identify customer in the Konect database by seeking specific information from the caller. After accurately identifying the customer in Konect, identifies the correct KONE service technician and accurately dispatches the call. Timeliness and accuracy are stressed.

Receive incoming calls from customers calling the KONE Spares lines, KONE Information lines, the Branch office, providing the customers with quick and accurate information concerning these inquiries. Immediately reports to the Shift Coordinator any calls involving entrapment or injury. Monitor all calls to ensure that they have been dispatched to the proper service technician. Answer all calls promptly to strive for no calls going into the queue. Provide the customer with professional and friendly customer service.

The desired candidate will have:

High school diploma or general education degree (GED).

1+ years of related experience and/or training in the field of customer service or call centers.

Ability to speak clearly and understandably on the telephone.

Ability to enter information into a computer while talking on the telephone.

Ability to interact with our customers and service people in a courteous, friendly yet not “chatty” manner.

Proficient skills in spelling, communication, and data entry.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Ability to write routine reports and correspondence.

Ability to speak and write in French or Spanish would be desirable.

Ability to add, subtracts, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

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