Job description

OTISLINE® Otis’ customer care call center has an opening on first shift for a bilingual, (English & French) speaking customer service representative. 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, other locations including remote option will be considered.

(CSR) duties include:

• Receive, document, and process service requests from customers, mechanics, elevator phones and Otis local offices via telephone calls and other sources.

• Ensure the timely dispatching of service mechanics and may be required to escalate requests to Otis field management.
• Work on other tasks as necessary such as, elevator phone programming and continuous improvement activities.

Education:

• High school diploma

Experience/Qualifications:

• The candidate is required to fluently speak both French and English, and be proficient in reading and writing in English
• Excellent customer services 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 number of calls per hour, log-in / out times, 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 regularly 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.

Otis is An Equal Opportunity/Affirmative Action 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 federally protected class.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Work Location: Remote

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