Date Posted:
2024-07-02
Country:
Canada
Location:
LOC13039 1535 Gladstone Street,Montreal,Quebec,H4E 1C5,Canada
OTISLINE® Otis’ customer care call center has a full-time opening for 1st shift. Some weekends and Holidays are required. OTISLINE® is a unique, quality-driven, customer-focused environment. OTISLINE® employees work directly for Otis and are experts in the elevator industry. We operate 24 hours a day, 365 days a year to deliver outstanding service to our customers. Commitment and teamwork are important to our customers, mechanics, local offices, and the OTISLINE® team. You will also be able to participate in an incentive compensation program based on your quality and productivity performance.
On a typical day, you will:
- 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.
What you will need to be successful:
- 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
Apply today to join us and build what’s next!
Le centre de service à la clientèle OTISLINE® d'Otis cherche à pourvoir un poste à temps plein au sein du première quart de travail qui comprend certaines fins de semaine et certains jours fériés. OTISLINE® est un environnement unique, axé sur la qualité et le client. Les employés d'OTISLINE® travaillent directement pour Otis et sont des experts dans l'industrie des ascenseurs. Le centre est ouvert jour et nuit, à longueur d’année, afin d’offrir un service exceptionnel à nos clients. L'engagement et le travail d'équipe sont importants pour nos clients, nos mécaniciens, nos succursales locales et l'équipe OTISLINE®. Vous pourrez également participer à un programme de rémunération incitative basé sur votre rendement en matière de qualité et de productivité.
Les responsabilités comprennent notamment :
- Recevoir, consigner et traiter les appels téléphoniques provenant des clients, des mécaniciens, des téléphones d’ascenseur et des succursales d’Otis en utilisant Salesforce Service Cloud.
- Veiller à dépêcher les mécaniciens de service en temps opportun et, s’il y a lieu, acheminer les demandes à la direction des activités en clientèle d’Otis.
- Accomplir toute autre tâche assignée au besoin comme la programmation des téléphones d’ascenseur et les activités d’amélioration continue.
Exigences :
- Détenir un diplôme d’études secondaires.
- Disposer d'un espace de travail dédié et d'une connexion internet haute vitesse.
- Démontrer d’excellentes aptitudes pour le service à la clientèle, avoir une bonne étiquette téléphonique et être capable de gérer des clients difficiles et des passagers coincés dans un ascenseur.
- Avoir une grande connaissance des ordinateurs et une connaissance élémentaire des applications.
- Démontrer d'excellentes aptitudes pour la communication en français et en anglais, notamment à l'oral, à l'écoute et à l'écrit, avoir le souci du détail et respecter des méthodes et procédures de travail standard.
- Être capable d’atteindre et de maintenir les indicateurs de rendement du service (comme le nombre d’appels par heure, délais de connexion, surveillance de la qualité).
- Être en mesure de respecter les horaires de travail assignés, notamment les quarts de travail, les heures et les congés assignés.
- Être en mesure de travailler à tour de rôle les fins de semaine et les jours fériés. Une rémunération différentielle est offerte pour les heures travaillées en dehors du premier quart de travail/des jours de semaine.
- Être assidu et ponctuel.
- Être capable de taper au moins 25 mots à la minute avec exactitude.
- Se montrer apte à bien travailler au sein d’un centre d’appels et d’une équipe, comprendre les exigences liées au travail par quart et être disponible pour travailler les soirs, les fins de semaine et les jours fériés.
- Être apte à adhérer aux priorités absolues d’Otis, soit la sécurité, l’éthique et la qualité.
- Langue Française/Anglaise requise
Postulez dès aujourd'hui et venez construire l'avenir avec nous!
If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day.
Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2 billion people every day and maintain approximately 2.2 million customer units worldwide, the industry's largest Service portfolio.
You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 69,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.
When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.
We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.
Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do. We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.
Become a part of the Otis team and help us #Buildwhatsnext!
Otis is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at careers@otis.com.
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