KONE, founded in 1910, is one of the largest, award-winning elevator companies in the world and our offering for employees is as competitive as our offering for customers. Not only do we provide highly competitive salaries, company vehicles for specific roles, and world-class benefits for our salaried employees - we also pride ourselves on our culture and principles. Innovation, sustainability, collaboration and ethical business practices are just some of the pillars that we use to define our own success. Come join our family in KONE Americas to be a part of something big!
The KC3 team is looking for a Customer Service Team Lead who would be responsible for coordinating the workflow in the KC3 for an assigned team or an assigned time frame. Coordinates the team members to balance the workload for breaks, lunches and meetings. Able to assist the agents and the branch network in ensuring that calls are accurately logged and dispatched. Ensures that all priority calls are quickly dispatched and escalates the call when necessary.
Your main responsibilities will be:
Oversee the workflow of the KC3 to ensure agents have consistent support and guidance over their daily workload by providing training and feedback.
Observes agents weekly to ensure call quality of agents
Use Calabrio/Teleopti to balance the workload for breaks, lunches and meetings. Including looking at future days to ensure proper workload in each skill.
Responsible for first level of troubleshooting then escalate to Supervisor or Manager
Provide instructions to branch network regarding the Konect Scheduler, technician absences, troubleshoot calls. Speak with Branch Supervisors as required to dispatch callouts.
Additional duties may be required by leadership
Special projects as assigned by the KC3 Supervisors or KC3 Manager
The desired candidate will have:
High school diploma or general education degree (GED)
Two years related experience and/or training in the field of customer service or prior supervisory experience.
Ability to drive process changes that deliver improved customer satisfaction levels.
Proficient in Konect software, Avaya One X, Avaya CMS, Scheduler, Safety Alerts and Calabrio/Teleopti.
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.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear.
The employee is occasionally required to reach with hands and arms.
The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision, color vision, peripheral vision, and ability to adjust focus.
*Applicant must be currently authorized to work in the United States on a full-time basis.
Budgeted annual salary: $61,000 - $84,000 USD
Variable Compensation
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 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
Come share your passion and energy to make a positive impact at KONE for our customers and your career!
*Beware of Recruitment Scams*
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.
Read more on www.kone.com/careers