Inbound Customer Service Agent

KONE•Moline, IL

About The Position

Founded in 1910, KONE is 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. Our mission is to improve the flow of urban life and make our world’s cities better places to live by providing innovative solutions that help 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 are looking for an Inbound Customer Service Agent who will be the voice of KONE and take care of our customers by receiving and managing customer queries, complaints, and master data changes, owning the cases from receipt to resolution and confirming back to customer. You will be based out of our Operations Centre in Moline, IL.

Requirements

3+ years related experience and/or training in the field of customer service or prior supervisory experience.
High school diploma or general education degree (GED)
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, communications, and data entry.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Responsibilities

Receive and Monitor all incoming calls from customers located in the United States and Canada and calling their local offices for non callout related topics and attend to them in a timely and professional manner.
Escalate and assign cases to second specialized line as needed.
Answer incoming calls from technicians and branch personal and pertaining to customer issues and/or callout resolution.
Proactively update customer contact data and follow process to update the rest of the customer/equipment master data
Identify possible leads and assign those to the sales organization.