Customer Service Representative

With U.S. headquarters in Morristown, New Jersey, and Canadian headquarters in Toronto, Ontario, Schindler Elevator Corporation is the North American operating entity of the Switzerland-based Schindler Group. Schindler is one of the leading global manufacturers of elevators, escalators and moving walks. Schindler employs over 5,000 people in more than 230 locations in North America.

Supervise, guide and support the SCSN (Schindler Customer Service Network ~ National Call Center) shift operations in callback, dispatching, and manpower activities; monitor, develop and counsel employee's performance; achieve and exceed departmental and company operations' performance and quality goals. Assist local offices in customer and technical problem resolution as it relates to Customer Service. Maintain a flexible schedule to assist all shifts of a 24/7 Customer Service operation.

* Facilitate and support SCSN teamwork in completing all tasks relating to total customer satisfaction * Facilitate team meetings * Monitor Customer Service Associate's performance in operations and quality service; provide guidance, counseling, development and discipline in carrying out of their assignments * Supervise and provide administrative support to a team of Customer Service Associates * Handle and process internal and external customer problems and requests; escalate when appropriate * Assist, support and make appropriate recommendations in the company's effort to achieve and maintain adequate shift requirements and staffing levels * Coordinate Customer Service Associate's training activities to ensure adherence to procedures and protocol * Act as job-related information resource for associates and internal customers * Monitor efficiency of support tools and technical equipment; escalate when appropriate * Additional related assignments as directed by Customer Service Manager

**Requirements:** * High School graduate or GED; minimum 2 years of college; * Bachelor's degree preferred **Experience Requirement:** * 2 years direct customer contact or call center experience; * 2 years direct supervision with a minimum of 10 direct reports or team of service representatives. **Critical Skills/Expertise Requirement:** * Strong organizational skills. * Strong communicator and mentor. * Able to provide leadership to a small team. * Proficient in Microsoft Office and Call systems