Customer Service Supervisor

MKO KONE Inc.; Moline (IL); On-site; USD 83,000 - 109,000; Full time

Benefits offered by this job

Competitive salary

Flexible work schedule

401K Employer Match

Medical, Prescription, Dental and Vis­

Dental and Vision Insurance

Well-being Program

Paid Time Off & Holidays

Parental Leave

Identity Theft Protection

Job summary

KONE Corporation in Moline, IL seeks a Customer Service Supervisor to lead the customer service team, manage payroll for staff and contractors, and ensure staffing aligned with call volume and budgets. The role includes hiring, training, coaching, and escalating issues to maintain a seamless customer experience.

Ideal candidates will have 2+ years in customer service or call centers, supervisory experience, and strong communication and problem-solving skills.

Qualifications

• BA in Business or related field, or 2+ years related experience or training, or equivalent combination.
• 2+ years of work-related experience in customer service or call center.
• 2+ years of prior supervisory experience.
• Excellent written and verbal communication skills.
• Proven ability to coach, train, and motivate team members.
• Comprehensive call center or contract center knowledge.
• Strong problem solving and conflict resolution skills.
• Able to work 24/7 for emergencies.

Responsibilities

• Supervises and monitors all customer service team members to ensure staffing and availability for calls.
• Performs payroll for direct team and call centre contractors.
• Ensure KC3 is staffed based on call volume and budget.
• Manage hiring, interviewing, and training of contract employees.
• Identify training and coaching opportunities for development.
• Escalate customer complaints and coordinate resolution.
• Collaborate with frontline for a seamless customer experience.
• Lead punctual projects related to KC3 operations.

Skills

Communication

Coaching

Supervisory experience

Call center knowledge

Problem solving

Time management

U.S. work authorization

Education

BA in Business or related field

Job description

Location

Moline, IL.

Responsibilities

As a Customer Service Supervisor your main responsibilities will be: Supervises and monitors all customer service team members to ensure the team is staffed and available for customer service calls. Performing payroll process for your direct team as well as the call centre contractors. Ensure the KC3 is adequately staffed based on call volume & budget. Perform all P&C tasks as they pertain to your direct team. Managing the process for hiring, interviewing, and training new contract employees. Identifying training and coaching opportunities, to ensure development process. Escalate any customer complaints. Work with frontlines to ensure a seamless customer experience. Work on punctual projects as they relate to the KC3 operations.

Desired candidate will have

• Education: BA in Business or in a related field; or 2+ years related experience and/or training; or equivalent combination of education and experience.
• 2+ years of work-related experience and/or training in the field of customer service or call center.
• 2+ years of prior supervisory experience.
• Excellent communication skills, both written and verbal.
• Proven ability to coach, train, and motivate team members.
• Comprehensive call center or contract center knowledge.
• Problem solving and conflict resolution skills.
• Time management and available 24/7 for emergencies.
• *Applicant must be currently authorized to work in the United States on a full-time basis.

About KONE

At KONE, we foster an innovative and collaborative culture, valuing each individual's contribution. Employee engagement and sustainability are key focuses, promoting ethical practices and mutual respect. We're proud to offer experiences and opportunities to help you achieve career and personal goals while maintaining a healthy work-life balance. We hire individuals who value culture because we believe culture drives innovation: We value your authentic self. Collaborative, creative, and supportive work environment. Passionate about safety, quality, and innovation We care about the communities where we live and work.

Just some of our many benefits include

• Competitive salary
• Flexible work schedule
• Opportunities to learn and grow
• 401K Employer Match
• 401k Employer Non-elective Contribution
• Well-being Program
• Medical, Prescription, Dental and Vision Insurance
• Digital Health Solutions & Telehealth
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• Employee Family Assistance Program (EFAP)
• Family & Medical Leave
• Parental Leave
• Leave to Care for a Domestic Partner
• Paid Time Off & Holidays
• Company Paid Life and AD&D Insurance
• Supplemental Life and AD&D Insurance
• Company Paid Short-term and Long-term Disability
• Buy-Up Long-term Disability
• Critical Illness Insurance
• Hospital Indemnity & Accident Insurance
• Identity Theft Protection
• Legal Insurance
• KONE Credit Union Tuition Reimbursement
• Commuter Benefits

Variable Compensation

KONE Annual Bonus plan at 10% Target Incentive (50/50) based on achievement of company goals and individual goals.

Equal Opportunity Employer

KONE is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law. We will consider for employment all qualified applicants, including qualified applicants with arrest or conviction records, in accordance with applicable federal, state, and local fair chance laws.

Annual Base Pay Range

The hiring range for this role is $83,000 – 108,885. The compensation package offered will depend on candidate’s ability to meet the requirements of the role, needs for the business strategy, and a range of factors unique to each candidate, including their skill set, years and depth of experience, certificates, and location. Variable Compensation.

Company Summary

At KONE, our purpose is to shape the future of cities. As a global leader in the elevator and escalator industry, we move two billion people every day, making their journeys safe, convenient, and reliable with smart and sustainable People Flow. In 2025, KONE had annual sales of EUR 11.2 billion, and at the end of the year over 60,000 employees in close to 70 countries. KONE class B shares are listed on the Nasdaq Helsinki Ltd. in Finland.

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

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