Company Overview

Founded in 1910, KONE is 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. Our mission is to improve the flow of urban life and make our world’s cities better places to live by providing innovative solutions that help 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.  

Job Overview

Are you ready to make your next career move to join our team as our KC3 Supervisor for KONE Americas in KONE Moline, IL?
 

• Do you enjoy fostering communication between corporate and field teams to have effective problem resolution?
• Does managing people related processes (including talent development, staffing, compensation, performance management, etc.) motivate you?
• Do you thrive in areas where you monitor real time phone/email queues to ensure KPI’s are being met?  
• Are you skillful with generating monthly reports (trends, volume, forecast, WFM)?
• Do you demonstrate a passion for constant communication, specifically with contractors agencies and recruitment training?
• Are you committed to meet our customers’ needs?

If you answered a resounding YES to these questions, then we have an amazing opportunity for you!  

Location of position: Moline, IL.

Job Duties

As our KC3 Supervisor, you will oversee the USK Customer Care Center, a 24/7 multilingual operation responsible for managing inbound service calls and dispatching technicians for KONE equipment issues. You will ensure optimal staffing within budget, support team development, and maintain high service quality for both emergency and non-emergency calls across the US and Canada. You will also be accountable for delivering operational excellence and customer satisfaction for internal and external stakeholders.

Additional Responsibilities

• Maintain KC3 Business Continuity Plan to ensure availability of resources in the time of disaster.  (Pandemic, Power Failure, Fire, Natural Disaster, etc) 
• Provide Tours and Presentations on the KC3 teams when necessary.
• Ensure first line KC3 Technology needs are met to ensure employees have the tools to do their jobs successfully.
• Responsible for creating an environment of customer / employee satisfaction and delight. 
• Requirement to be on Call 1 week per month to handle after hours employee emergencies.

Hiring Requirements

You will bring 2+ years of progressive and successful work related experience and/or training in the field of customer serv ice or call centers to KONE. You will use the knowledge gained through your bachelor’s degree in Business (or in a related field), or 2+ years related experience and/or training.

Additional Hiring Requirements

• 2 years prior supervisory experience.
• Excellent communication skills, both written and verbal. 
• Proven ability to coach, train and motivate team members. 
• Comprehensive call center or contact center knowledge. 
• Problem solving and conflict resolution skills.
• Time management and available 24/7 for emergencies. 

About KONE

At KONE, we foster an innovative and collaborative culture, valuing each individual's contribution. Employee engagement and sustainability are key focuses, promoting ethical practices and mutual respect. We're proud to offer experiences and opportunities to help you achieve career and personal goals while maintaining a healthy work-life balance.

We hire individuals who value culture because we believe culture drives innovation

• We value your authentic self. 
• Collaborative, creative, and supportive work environment.
• Passionate about safety, quality, and innovation 
• We care about the communities where we live and work. 

Just some of our many benefits include: 

United States

• Competitive salary 
• Flexible work schedule 
• Opportunities to learn and grow 
• 401K Employer Match
• 401k Employer Non-elective Contribution 
• Well-being Program
• Medical, Prescription, Dental and Vi