Customer Service Coordinator

About the role

The Customer Service Coordinator will provide exceptional support to customers requiring service for elevator and equipment maintenance covered under active service contracts. Key responsibilities include handling inbound service calls, dispatching field technicians, documenting service requests, and ensuring timely resolution of customer issues. Additionally, the role involves managing emergency elevator calls, communicating with trapped passengers, coordinating with local authorities, and following established escalation procedures.

Responsibilities

• Timely disposition of incoming calls from customers experiencing problems with the equipment covered under a service contract
• Professionally greeting the customer, obtaining adequate identification, cross referencing the active contract files, dispatching the appropriate service technician, and providing necessary follow-up to ensure appropriate hand-off or call closure
• Handling all calls originating from elevators, including attempting to calm trapped passengers, discerning emergency situations from nuisance calls, contacting appropriate local authorities or agents, and maintaining communication with the customer if appropriate
• Using appropriate phone etiquette and thorough knowledge of call center processes to receive trouble calls from customers with service contracts, recording necessary information to the call center information system, and following local procedures to ensure a designated local agent has received control of the problem
• Performing other various job duties as may be assigned

Qualifications

• Experience Requirements: Requires knowledge of basic Windows based personal computer operations, speak and write in a clear and understandable manner for internal/external relations, understand and use proper grammar, maintain a pleasant telephone voice and must be capable of learning and using proper phone etiquette, maintain a pleasant and calm demeanor in emergency situations or with entrapped passengers, requires ability to type at least 50 words per minute, including numbers proficiency, and should possess a working knowledge of general office equipment

Salary/Pay

$25-$28/HR (depends on experience level). This is a contract position with candidates expected to work 40 hours/week.

About Us

Peterson Technology Partners (PTP) is an Equal Opportunity Employer committed to creating a transparent, inclusive, and human-centered hiring experience. For more than 28 years, PTP has operated as one of the top IT staffing and recruiting firms in the USA—built on trust, long-term partnerships, and technical excellence. Based in the Chicago suburb of Park Ridge, IL, our team of more than 500 employees and consultants is dedicated to: Helping every client make the best hiring decisions possible Matching professionals with the right IT jobs and career opportunities As part of that commitment, we believe in providing clear information about how our hiring technologies work and how your data is used. The following section outlines our AI-assisted interview process and your rights as a candidate. AI-Assisted Interview Experience (Pete & Gabi – Rebecca): To provide a consistent, fair, and flexible experience for all candidates, we use AI-assisted tools to support parts of the interview process. This includes our proprietary AI platform Pete & Gabi, which includes AI recruiter Rebecca. These AI hiring tools help us: Conduct recorded video interviews Transcribe interviews Summarize candidate responses Generate job-related insights Streamline communication and scheduling Please note that: The AI does NOT make hiring decisions; all decisions are made by our human recruiters, hiring managers, or client partners. The AI does not evaluate facial expressions, emotions, or physical traits; it is used only to support fairness, consistency, and efficiency. If you prefer a non-AI interview format, we will gladly provide an alternative. Technical or Case Interviews (Role-Dependent): When applying for certain tech jobs, you may participate in: A technical interview A coding challenge A case study A client-specific assessment We will always explain what to expect in advance so you can prepare with confidence. Human Review & Selection: Every candidate’s profile—including interviews, conversations, and assessments—is reviewed by experienced recruiters and hiring leaders. AI insights may assist with organization and evaluation, but final decisions are always human-driven. Your Rights as a Candidate: At PTP, every candidate has the right to: Request a non-AI interview path Ask how your data is being used Request access to transcripts or interview recordings Request deletion of your AI-recorded interview Receive clear, timely communication Our goal is to ensure you feel respected, informed, and supported throughout your experience. Our Commitment: For more than 28 years, PTP has focused on putting people first—candidates, consultants, employees, and clients. We’re committed to a hiring process that is: Transparent Compliant Equitable Powered by innovative technology that enhances—not replaces—human judgment