Otisline Customer Service Representative

Otis Elevator Co.; Bloomfield (CT); Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

Hybrid remote after training

Incentive compensation program

Shift differential pay

Job summary

Otis Elevator Co. is seeking a Customer Service Representative for OTISLINE in Bloomfield, CT. You will handle service requests, use Salesforce Service Cloud, and coordinate dispatch of field mechanics.

The role requires excellent communication, a strong work ethic, and the ability to work in a team-oriented environment. The position offers hybrid remote work after full training, an incentive compensation program based on quality and productivity, and opportunities to grow within a global leader

Qualifications

• High school diploma
• Dedicated workspace and high-speed internet
• Excellent customer service skills, including professional phone etiquette and ability to handle difficult customers
• Familiarity with computers and basic applications
• Excellent communication skills, including speaking, listening, and writing
• Ability to meet department performance metrics (call handle time, schedule adherence, quality monitoring)
• Able to adhere to assigned work schedules incl. shifts, days off
• Willing to work rotational weekends and holidays; shift differential pay for out-of-hours
• Must type at least 25 wpm with accuracy
• Able to work well in a call center and team environment; willing to handle evening shifts, weekends, holidays
• Adhere to Otis' absolutes of safety, ethics, quality
• French/English language required

Responsibilities

• Receive, document, and process service requests from customers, mechanics, elevator phones, and Otis offices using Salesforce Service Cloud
• Ensure timely dispatch of service mechanics and escape requests to Otis field management
• Work on elevator phone programming and continuous improvement activities

Skills

Call center

Multitasking

Communication skills

Typing 25 wpm

Education

High school diploma

Tools

Salesforce Service Cloud

Job description

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:

On a typical day, you will:

• 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 escape requests to Otis field management as appropriate.
• Work on other tasks as necessary such as elevator phone programming and continuous improvement activities.

What you will need to be successful:

• 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. 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.
• French/English language required

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day.

Otis is the world's leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry’s largest Service portfolio.

You may recognize our products in some of the world's most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You'll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you'll gain working alongside the best and brightest, keep us connected and on the cutting edge.

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.

Today, our focus more than ever is on people. As a global, people-powered company, we put people — passengers, customers, and colleagues — at the center of everything we do. We are guided by our values that we call our Three Absolutes — prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.

Otis 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, disability or veteran status, age, or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at [e-mail]. Privacy Policy and Terms:Click on this link to read the Policy and Terms