OTISLINE Customer Service Rep - Split Shift

Otis Elevator Co. is a leader in the elevator and escalator industry, and they are seeking a Customer Service Representative for their OTISLINE call center. The role involves processing service requests, dispatching mechanics, and providing exceptional customer service in a fast-paced environment. Responsibilities 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 Skills 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 Benefits Incentive compensation program based on your quality and productivity performance Employee Scholar Program Company Overview At Otis, we are dedicated to connecting you to the people and places that matter. It was founded in 1853, and is headquartered in Farmington, Connecticut, USA, with a workforce of 10001+ employees. Its website is