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 Inbound Customer Service Supervisor for KONE Americas in KONE Moline, IL ?
- Do you enjoy monitoring and reviewing Key Performance Indicators (KPIs) regarding Open Case count, length of Case durations in time, etc?
- Does identifying training and coaching opportunities for Inbound Customer Service Agents motivate you?
- Do you thrive in areas where you seek continuous improvement to enhance Case management efficiency and quality?
- Do you demonstrate a passion to inspire and support people?
- Are you committed to collaborating, organizing, and prioritizing activities that align with key stakeholders to reach target goals?
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 Inbound Customer Service Supervisor, you will be responsible for supervising and monitoring all Inbound Customer Service Agents to ensure the team is staffed and available for inbound calls from branch offices. You will also monitor open cases in the Customer Service Desktop system and follow-up as needed with branch staff, Customer Service Admin (CS&A) Supervisors, CS&A Coordinators, and Inbound Customer Service Agents to secure resolution with customers and close cases. This position is critical in facilitating the prompt and thorough resolution of customer inquiries received via phone or email at our branch offices.
You will bring 2+ years of progressive and successful work-related experience and/or training in the field of customer service or call center to KONE (2+ years of prior supervisory experience preferred). You will also bring 4+ years of experience working in a customer service environment that utilized a case management system and handled various customer inquiries.
Additional Hiring requirements
- Strong knowledge of KONE Service business
- Excellent communication skills, both verbally and written
- Ability to inspire and support people.
- Ability to coach and train colleagues on processes so learning is retained
- Strong decision making and influencing skills.
- Systematic and fact-based way of working, including making timely, data-driven decisions
- Ability to organize and prioritize activities and align with key stakeholders to reach the targets
- Strong quality focus
- Proven ability to build strong cross-functional relationships
- Proven ability to collaborate with branch staff and other KONE departments
- Strong interpersonal skills to build effective relationships with all levels of professionals
- Continuous improvement mindset
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 Vision Insurance
- Digital Health Solutions & Telehealth
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSAs)
- Employee Family Assistance Program (EFAP)
- Family & Medical Leave
- Parental Leave
- Leave to Care for a Domestic Partner
- Paid Time Off & Holidays
- Company Paid Life and AD&D Insurance
- Supplemental Life and AD&D Insurance
- Company Paid Short-term and Long-term Disability
- Buy-Up Long-term Disability
- Critical Illness Insurance
- Hospital Indemnity & Accident Insurance
- Identity Theft Protection
- Legal Insurance
- KONE Credit Union
- Tuition Reimbursement
- Commuter Benefits
Annual Base Pay Range:
In a single location:
The hiring range for this role is $88,000 – $121,000. The compensation package offered will depend on their ability to meet the requirements of the role and a range of factors unique to each candidate, including their skill set, years and depth of experience, certifications, and location.
Variable Compensation
KONE Annual Bonus plan at 10% Target Incentive (50/50) based on achievement of company goals and individual goals.
Come share your passion and energy to make a positive impact at KONE for our customers and your career !
*Beware of Recruitment Scams!*
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.
Read more on www.kone.com/careers
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
How we hire
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