Job Description:

Our client is seeking a Customer Service Coordinator to join their team and provide exceptional support to customers requiring service for elevator and equipment maintenance covered under active service contracts. In this role, you will be responsible for handling inbound service calls, dispatching field technicians, documenting service requests, and ensuring timely resolution of customer issues. You will also manage emergency elevator calls, communicate with trapped passengers to provide reassurance, coordinate with local authorities and field personnel when necessary, and follow established escalation procedures. The ideal candidate has strong communication and customer service skills, remains calm under pressure, possesses excellent multitasking abilities, and is comfortable working in a fast-paced call center environment while maintaining accurate records and delivering outstanding customer service.

Qualifications:

Experience Requirements

• Requires knowledge of basic Windows based personal computer operations
• Speak and write in a clear and understandable manner for internal/external relations
• Understand and use proper grammar
• Maintain a pleasant telephone voice and must be capable of learning and using proper phone etiquette
• Maintain a pleasant and calm demeanor in emergency situations or with entrapped passengers
• Requires ability to type at least 50 words per minute, including numbers proficiency, and should possess a working knowledge of general office equipment

Responsibilities:

• Essential duties and responsibilities:
• Responsible for the timely disposition of incoming calls from customers experiencing problems with the equipment covered under a service contract
• Professionally greeting the customer, obtaining adequate identification from the customer, cross referencing the active contract files to verify service obligation and special instructions,
• Dispatch the appropriate service technician, and providing the necessary follow up to ensure appropriate hand-off or call closure
• Handle all calls originating from elevators including attempting to calm trapped passengers, discerning emergency situations from nuisance calls, contacting appropriate local authorities or agents, and maintaining communication with the customer if appropriate
• Use appropriate phone etiquette and thorough knowledge of call center processes to receive trouble calls from customers with service contracts, record necessary information to the call center information system, and follow local procedures to ensure a designated local agent has received control of the problem 
• Requires use of oral and written communication; involves working within established office environment under normal lighting and climate control tolerances
• Involves lifting computer equipment weighing up to 50 lbs.
• Requires the ability to distinguish color coded computer functions
• Uses periods of high concentration and knowledge of how to handle emergency situations following a defined set of procedures
• Requires the ability to maintain voice contact in an effort to reassure the passengers and to use judgment in contacting appropriate agents or local authorities
• Follow predefined procedures to escalate calls to appropriate level of authority when unable to move call responsibility to designated agent
• Involves use of judgment on call escalation
• Provides direct clerical support for the entry of call center data into the call center information system and to perform filing, report generation and report distribution functions
• Performs other various job duties as may be assigned

Salary/Rate: $25-$28/HR (depends on experience level). This is a contract position with candidates expected to work 40 hours/ week.

About Us

Peterson Technology Partners (PTP) is an Equal Opportunity Employer committed to creating a transparent, inclusive, and human-centered hiring experience.

For more than 28 years, PTP has operated as one of the top IT staffing and recruiting firms in the USA—built on trust, long-term partnerships, and technical excellence.

Based in the Chicago suburb of Park Ridge, IL, our team of more than 500 employees and consultants is dedicated to:

• Helping every client make the best hiring decisions possible
• Matching professionals with the right IT jobs and career opportunities

As part of that commitment, we believe in providing clear information about how our hiring technologies work and how your data is used. The following section outlines our AI-assisted interview process and your rights as a candidate.

AI-Assisted Interview Experience (Pete & Gabi – Rebecca):

To provide a consistent, fair, and flexible experience for all candidates, we use AI-assisted tools to support parts of the interview process. This includes our proprietary AI platform Pete & Gabi, which includes AI recruiter Rebecca.

These AI hiring tools help us:

• Conduct recorded video interviews
• Transcribe interviews
• Summarize candidate responses
• Generate job-related insights
• Streamline communication and scheduling

Please note that:

• The AI does NOT make hiring decisions; all decisions are made by our human recruiters, hiring managers, or client partners.
• The AI does not evaluate facial expressions, emotions, or physical traits; it is used only to support fairness, consistency, and efficiency.

If you prefer a non-AI interview format, we will gladly provide an alternative.