Receive requests for elevator and / or escalator service from Schindler customers and dispatch elevator / escalator technicians to respond to the customers’ requests for service

Responsibilities:

• Receive customer telephone requests for elevator and/or escalator service
• Fully participate, cooperate and support a team effort in processing external and internal customers’ calls for service
• Work with Manager-Call Center and Supervisor-Call Center to support Call Center improvement initiatives and on items related to key performance indicators (KPIs) and SLAs
• Receive field technician’s responses to pages; communicate details of customers’ request for service; obtain estimated time of arrival (ETA) at site information
• Schedule and/or page Schindler elevator/escalator technicians
• Enter customer data and all relative information utilizing SAP dispatching application
• Gather complete and accurate customer, building and equipment information
• Call customers requesting service: convey field technicians’ ETA at designated site for servicing
• Provide courteous, friendly, helpful and efficient service to external and internal customers on a regular and consistent basis in accordance with service-level agreements (SLAs)

Education:

• High School Diploma or GED

Experience:

• General knowledge of computer activities
• Consistent ability to deliver proper customer service etiquette when supporting a variety of customers
• Minimum of 1 year customer service experience

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