Customer Service Operator, OtisLine 2nd Shift

Date Posted:

2025-03-06

Country:

United States of America

Location:

OT325: NSP - BLOOMFIELD, CT 212 WEST NEWBERRY RD, BLOOMFIELD, CT, 06002 USA

OTISLINE® Otis’ customer care call center has a full time opening for 2nd shift.  The hours are 3:30Pm to 11:30Pm with a rotating monthly schedule. Some weekends and Holidays are required.  OTISLINE® is a unique, quality-driven, customer-focused environment. OTISLINE® employees work directly for Otis, and are experts in the elevator industry. We operate 24 hours a day, 365 days a year to deliver outstanding service to our customers. Commitment and teamwork are important to our customers, mechanics, local offices, and the OTISLINE® team.  Location is Bloomfield, CT, however, a hybrid remote work arrangement is an option once fully trained and productive. You will also be able to participate in an incentive compensation program based on your quality and productivity performance.

(CSR) duties include:

• Receive, document, and process service requests from customers, mechanics, elevator phones and Otis local offices utilizing Salesforce Service Cloud.

• Ensure the timely dispatching of service mechanics and escalate requests to Otis field management as appropriate.
• Work on other tasks as necessary such as, elevator phone programming and continuous improvement activities.

Education:

• High school diploma

Experience/Qualifications:

• The candidate is required to be proficient in written communication in English
• Excellent customer services skills, including professional phone etiquette and the ability to handle difficult customers and trapped elevator passengers.
• Candidate must demonstrate a strong familiarity with computers and basic application familiarity.
• Excellent communication skills, including speaking, listening and writing as well as attention to detail and the ability to follow standard processes and procedures is a requirement.
• Ability to attain and maintain department performance metrics (such as call handle time, schedule adherence, and quality monitoring).
• Candidate must be able to adhere to assigned work schedules, including but not limited to assigned shift, hours, and days off.
• Candidate must also be able to work rotational scheduled weekends and holidays. Shift differential pay is offered for hours worked outside 1st shift/weekdays.
• Regular attendance, including the ability to start assigned shift on-time, is mandatory.
• Candidate must possess the ability to type at least 25 wpm with accuracy.
• Candidate must be able to work well in a call center and team environment and understand shift work and its requirements; including willingness to handle evening shifts, weekends and holidays.
• Ability to adhere to Otis’ absolutes of safety, ethics and quality.

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. 

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2 billion people every day and maintain approximately 2.2 million customer units worldwide, the industry's largest Service portfolio.  

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 69,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.  

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted,