KONE Customer Care Center Agent

Job description

About us

KONE Americas is one of KONE's four area organizations representing one-fifth of global sales. The local leadership team is responsible for implementing KONE strategy in the USA, Canada and Mexico.

We are looking for

The Service Center Agent represents themselves to our customers as the voice of KONE.  At all times, the Service Center Agent must exhibit the highest level of professionalism to ensure that our customers receive the highest quality of service from the KONE Service Center.  Receive incoming calls from KONE customers and accurately identify the customer in the Remedy database.  Accurately dispatch elevator service technicians to building locations.    Work schedule may fluctuate weekly due to call volume.   It is imperative that the Agent report to work on the times and days scheduled.

The Agent must be able to effectively communicate (speaking and writing) with callers.    Must be able to discuss problems with the customers and/or technicians when the Service Center Supervisor or Branch personnel are not available or able to assist.   Report problem calls to the Service Center Supervisor.

Essential Functions:

1. Receive incoming calls from customers calling for service from KONE.   Calls are to be answered promptly.   Identify customer in the Remedy database by seeking specific information from the caller.  After accurately identifying the customer in Remedy, identifies the correct KONE service technician and accurately dispatches the call.   Timeliness and accuracy are stressed. 

2. Receive incoming calls from customers calling the KONE Spares lines, KONE Information lines, the Branch office, providing the customers with quick and accurate information concerning these inquiries.

3. Immediately reports to the Shift Coordinator any calls involving entrapment or injury.

4. Monitor all calls to ensure that they have been dispatched to the proper service technician.

5. Provide proper guidance on how to use the Nextel system to the Service Technician when assistance is required.

6. Answer all calls promptly to strive for no calls going into the queue.

7. Provide the customer with professional and friendly customer service.

Additional Responsibilities:

As assigned may create special reports, SAP projects, and various data entry

We offer

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Desired profile

Skills, Education and Experience

Education:

High school diploma or general education degree (GED)

Experience:

One year of related experience and/or training in the field of customer service or call centers

Specific Knowledge, Skills & Behaviors:

1.Ability to speak clearly and understandably on the telephone.
2.Ability to enter information into a computer while talking on the telephone.
3.Ability to interact with our customers and service people in a courteous, friendly yet not “chatty” manner.
4.Proficient skills in spelling, communication, and data entry.
5.Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
6.Ability to write routine reports and correspondence.
7.Ability to speak and write in French or Spanish would be desirable.
8.Ability to add, subtracts, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
9.Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
10.Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.