Customer Service Agent

About the role

As our Customer Service Agent, you will be the first point of contact for customers calling KONE for service, spares, or general inquiries. Your role is critical in ensuring timely and accurate dispatch of service requests, providing professional customer service, and maintaining smooth communication between customers and our service technicians.

Responsibilities

• Receive incoming calls from customers requesting KONE service, ensuring calls are answered promptly.
• Identify customers in the Konect database by gathering specific information from the caller.
• Accurately dispatch calls to the correct KONE service technician, emphasizing timeliness and precision.
• Handle inquiries on KONE Spares lines, Information lines, and branch office calls, providing quick and accurate information.
• Immediately report any calls involving entrapment or injury to the Shift Coordinator.
• Monitor all calls to ensure they are dispatched to the proper service technician and strive to prevent calls from entering the queue.
• Deliver professional and friendly customer service, maintaining a courteous yet efficient demeanor.

Requirements

• High school diploma or general education degree (GED).
• 1+ years of related experience and/or training in customer service or call centers.
• Ability to speak clearly and understandably on the telephone.
• Proficiency in entering information into a computer while talking on the telephone.
• Strong spelling, communication, and data entry skills.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to perform basic arithmetic operations (addition, subtraction, multiplication, division) using whole numbers, common fractions, and decimals.
• Ability to solve practical problems and handle concrete variables in situations with limited standardization.
• Ability to interpret instructions provided in written, oral, diagram, or schedule form.

Qualifications

• Ability to interact with customers and service personnel in a courteous, friendly, yet professional manner.
• Proficiency in French or Spanish is desirable.

Benefits

• Competitive salary.
• Flexible work schedule.
• Opportunities to learn and grow.
• Matching 401K and pension plan.
• Comprehensive health and wellness plans for the entire family.
• Paid holidays and paid time off.

Pay

Budgeted Annual Salary: $47,400 - $62,265

About KONE

Founded in 1910, KONE is a global leader in providing elevators, escalators, automatic building doors, and solutions for maintenance and modernization. Our mission is to improve the flow of urban life and make cities better places to live by delivering innovative, safe, convenient, and reliable solutions. Operating in over 60 countries, KONE is recognized as an innovation and sustainability leader, with accolades from Forbes, Corporate Knights, and others.

We value diversity, equity, and inclusion, embedding them in our strategy and culture. Our collaborative, creative, and supportive work environment fosters trust, respect, and recognition of good performance. Sustainability and ethical business practices are integral to our daily operations.