Otisline Customer Service Representative

Otis • Bloomfield, CT

2d • Hybrid

About The Position

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.

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 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.
• 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

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.

Benefits

• Incentive compensation program based on quality and productivity performance
• Shift differential pay is offered for hours worked outside 1st shift/weekdays.
• Employee Scholar Program: Otis sponsors colleagues to pursue degrees or certification programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees