Job Description

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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