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

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
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
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

Customer Service Representative – 2nd Shift

Key skills