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
Responsibilities:
Essential duties and responsibilities:
Responsible for the timely disposition of incoming calls from customers experiencing problems with the equipment covered under a service contract
Professionally greeting the customer, obtaining adequate identification from the customer, cross referencing the active contract files to verify service obligation and special instructions,
Dispatch the appropriate service technician, and providing the necessary follow up to ensure appropriate hand-off or call closure
Handle 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
Use appropriate phone etiquette and thorough knowledge of call center processes to receive trouble calls from customers with service contracts, record necessary information to the call center information system, and follow local procedures to ensure a designated local agent has received control of the problem
Requires use of oral and written communication; involves working within established office environment under normal lighting and climate control tolerances
Involves lifting computer equipment weighing up to 50 lbs.
Requires the ability to distinguish color coded computer functions
Uses periods of high concentration and knowledge of how to handle emergency situations following a defined set of procedures
Requires the ability to maintain voice contact in an effort to reassure the passengers and to use judgment in contacting appropriate agents or local authorities
Follow predefined procedures to escalate calls to appropriate level of authority when unable to move call responsibility to designated agent
Involves use of judgment on call escalation
Provides direct clerical support for the entry of call center data into the call center information system and to perform filing, report generation and report distribution functions
Performs other various job duties as may be assigned
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