Otisline Customer Service Representative - First Shift

Otisline Customer Service Representative - First Shift

OTISLINE® Otis' customer care call center has an opening on first shift, for a customer service representative. OTISLINE® is a unique, quality-driven, customer-focused environment. OTISLINE® employees work directly for Otis, and are experts in the elevator industry. We operate 24 hours a day, 365 days a year to deliver outstanding service to our customers. Commitment and teamwork are important to our customers, mechanics, local offices, and the OTISLINE® team. Location is Bloomfield, CT, however, a hybrid remote work arrangement is an option once fully trained and productive. You will also be able to participate in an incentive compensation program based on your quality and productivity performance.

(CSR) duties include:

• 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.

Education:

• High school diploma

Experience/qualifications:

• Excellent customer services 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.

The salary range for this role is $40,000.00. Pay within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, and business or organizational needs.