Inbound Customer Service Agent

KONE • Moline, IL

4d • $57,200 - $75,000 • Onsite

About The Position

KONE is seeking an Inbound Customer Service Agent to be the voice of the company, handling customer queries, complaints, and master data changes. The agent will own cases from receipt to resolution, ensuring customer satisfaction. This role is based in the 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.

Benefits

• Competitive salary
• Flexible work schedule
• Opportunities to learn and grow
• Matching 401K
• Comprehensive health and wellness plans for the entire family
• Paid holidays and paid time off
• KONE Annual Bonus plan at 5% Target Incentive (50/50) based on achievement of company goals and individual goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED