Customer Care Center KC3 Customer Support Associate

Adecco is assisting KONE with looking for a KONE Customer Care Center (KC3) Customer Support Associate who will represent themselves to our customers as the voice of KONE. At all times, you must exhibit the highest level of professionalism to ensure that our customers receive the highest quality of service from the KONE Customer Care Center. The Customer Experience Group is responsible for various tasks relating to Customer Satisfaction, Customer Communication and Front-Line support.

Essential Functions:

- Create/Manage New Customer Leads with the goal of creating opportunities for the local Account Manager when Bids are needed. Manage Kone Americas Customer Support mailbox to identify new Leads and respond to customer inquiries.

- Complete customer surveys reporting satisfaction of callout response, call center experience, service completion; Complete    customer calls to update contact information, identify opportunities for improvement and determine interest in new offerings; Complete surveys with contractors/customers to identify New Equipment installation satisfaction.

- Create cases in salesforce.com (SFDC) to document both Customer Service and Driver complaints; report branch resolution/compliance. Monitor KC3 Customer Support mailbox and redirect various internal and external communications. Create opportunities in SFDC to manage customer cancellation requests; Report resolution.

- Manage the Kone Quick Quotes mailbox and create Quick Quote Tenders in SFDC/KTOC at the request of the Account Managers, Service Supervisors and Service Technicians. Create Service Orders when Tenders are signed. Accuracy and reliability is a must to perform this task successfully.

Education:

- High school diploma or general education degree (GED)

Experience:

- 1+ year related experience and/or training in the field of customer service or call centers.

- Knowledge of KONE offerings, branch structure, and Operations.

- Excel, SAP and Salesforce.com experience preferred.

 

Specific Knowledge, Skills & Behaviors:

- Ability to speak clearly and understandably on the telephone.

- Ability to enter information into a computer while talking on the telephone.

- Ability to interact with our customers and service people in a courteous, friendly and

  focused manner.

- Proficient skills in spelling, communication, and data entry.

- Ability to read and interpret documents such as safety rules, operating and maintenance

   instructions, and procedure manuals.

- Ability to write routine reports and correspondence.

- Ability to add, subtracts, multiply, and divide in all units of measure, using whole

   numbers, common fractions, and decimals.

- Ability to solve practical problems and deal with a variety of concrete variables in

   situations where only limited standardization exists.

- Ability to interpret a variety of instructions furnished in written, oral, diagram, or

   schedule form.

Pay rate for this position:  $12.00

Adecco provides one of the most comprehensive benefits packages in the industry to contract workers. Benefits are available to you as a contractor after one week of employment.

Click on Apply Now to be considered for this Customer Care Center (KC3) Customer Support Associate job in the Illinois Quad Cities or any related opportunities with Adecco. For additional details call: 563-322-2342.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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Reference number US_EN_99_025199_487110