Inbound Customer Service Agent

Inbound Customer Service Agent

Founded in 1910, KONE is a global leader that provides elevators, escalators and automatic building doors, as well as solutions for maintenance and modernization that add value to buildings throughout their life cycle. Our mission is to improve the flow of urban life and make our world's cities better places to live by providing innovative solutions that help make people's journeys safe, convenient and reliable. Our operations in over 60 countries around the world has helped us achieve our position as an innovation and sustainability leader with repeated recognitions by Forbes, Corporate Knights for clean capitalism and others.

We are looking for an Inbound Customer Service Agent who will be the voice of KONE and take care of our customers by receiving and managing customer queries, complaints, and master data changes, owning the cases from receipt to resolution and confirming back to customer. You will be based out of our Operations Centre in Moline, IL.

Key Responsibilities:

• Receive and monitor all incoming calls from customers located in the United States and Canada and calling their local offices for non callout related topics and attend to them in a timely and professional manner.
• Escalate and assign cases to second specialized line as needed.
• Answer incoming calls from technicians and branch personal and pertaining to customer issues and/or callout resolution.
• Proactively update customer contact data and follow process to update the rest of the customer/equipment master data
• Identify possible leads and assign those to the sales organization.

Qualifications:

• 3+ years related experience and/or training in the field of customer service or prior supervisory experience.
• High school diploma or general education degree (GED)
• Ability to speak clearly and understandably on the telephone.
• Ability to enter information into a computer while talking on the telephone.
• Ability to interact with our customers and service people in a courteous, friendly yet not "chatty" manner.
• Proficient skills in spelling, communications, and data entry.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

We have the courage to hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because we believe diversity drives innovation:

We value your authentic self

Diversity, equity and inclusion is embedded in our strategy and values

Collaborative, creative and supportive work environment

Passionate about safety, quality and innovation

We care about the communities where we live and work

Some of our many benefits include:

Competitive salary

Flexible work schedule

Opportunities to learn and grow

Matching 401K

Comprehensive health and wellness plans for the entire family

Paid holidays and paid time off

The hiring range for this role is $57,200 $75,000. The compensation package offered will depend on their ability to meet the requirements of the role and a range of factors unique to each candidate, including their skill set, years and depth of experience, certifications, and location.

KONE Annual Bonus plan at 5% Target Incentive (50/50) based on achievement of company goals and individual goals.

Come share your passion and energy to make a positive impact at KONE for our customers and your career!

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.

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.