Job Information
KONE, Inc Customer Service Team Lead in Moline, Illinois
Founded in 1910, our mission is to improve the flow of urban life and make our world’s cities better places to live. We are 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. Through our innovative solutions, we strive to 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 pride ourselves on our family-centric culture and guiding principles that serve as the foundation of who we are and how we do business. In addition to our passion for safety and innovation, our culture is strengthened by our values of care, customer, collaboration and courage which connects us closer to the customers and communities we serve and makes us a great place to work. In addition to providing competitive salaries, learning & developmental opportunities and an environment built on teamwork, flexibility and respect - we also offer world-class benefits such as a matching 401K, pension plan, comprehensive health care and wellness plans for your entire family, as well as paid holidays and paid time off.
Are you ready to make your next career move to join our team as a Customer Service Team Lead ?
Are you able to drive process changes that deliver improved customer satisfaction levels?
Are you able to speak clearly and understandably on the telephone?
Are you able to enter information into a computer while talking on the telephone?
Are you able to interact with our customers and service people in a courteous, friendly yet not “chatty” manner?
Are you able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals?
Are you able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form?
If you answered a resounding YES to these questions, then we have an amazing opportunity for you!
As our KONE Customer Care Center Team Lead you will be responsible for:
Oversee the workflow of the Customer Center to ensure agents have consistent support and guidance over their daily workload by providing training and feedback.
Service observe agents weekly to ensure call quality of agents
Coordinate the team members balance the workload for breaks, lunches and meetings. Including looking at future days to ensure proper workload in each skill.
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.
Be 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.
*Workdays: Thursday-Monday (2:30 p.m. to 11:00 p.m.) *
What will you need to be successful?
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.
Solid communication skills (written + spoken) required in the customer centre previous work experience in customer service is an asset
Basic IT knowledge
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, and basis of disability or any other federal, state or local protected class.
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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
Did you know KONE moves over one billion people every day? In 2023, we had annual net sales of EUR 11.0 billion. We employ over 60,000 driven professionals in more than 60 countries worldwide joined together by a shared vision. As a global leader in the elevator and escalator industry, it is our mission to improve the flow of urban life.
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.