Customer Service Team Lead

1 week ago


Moline, United States KONE Full time

Are you ready to make your next career move to join our team as a Customer Service Team Lead ?

Are you able to drive process changes that deliver improved customer satisfaction levels? Are you able to speak clearly and understandably on the telephone? Are you able to enter information into a computer while talking on the telephone? Are you able to interact with our customers and service people in a courteous, friendly yet not “chatty” manner? Are you able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals? Are you able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form?

If you answered a resounding YES to these questions, then we have an amazing opportunity for you

As our KONE Customer Care Center Team Lead you will be responsible for:

Oversee the workflow of the Customer Center to ensure agents have consistent support and guidance over their daily workload by providing training and feedback. Service observe agents weekly to ensure call quality of agents Coordinate the team members balance the workload for breaks, lunches and meetings. Including looking at future days to ensure proper workload in each skill. Able to assist the agents and the branch network in ensuring that calls are accurately logged and dispatched. Ensures that all priority calls are quickly dispatched and escalates the call when necessary. Be responsible for first level of troubleshooting then escalate to Supervisor or Manager Provide instructions to branch network regarding the Konect Scheduler, technician absences, troubleshoot calls. Speak with Branch Supervisors as required to dispatch callouts.

*Workdays: Thursday-Monday (2:30 p.m. to 11:00 p.m.) *

What will you need to be successful?

High school diploma or general education degree (GED) Two years related experience and/or training in the field of customer service or prior supervisory experience. Solid communication skills (written + spoken) required in the customer centre previous work experience in customer service is an asset Basic IT knowledge

Come share your passion and energy to make a positive impact at KONE for our customers and your career

#IND123

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