Customer Service Supervisor

Country:

United States of America

Location:

CAN01: Carrier-Syracuse, NY 6304 Carrier Parkway , East Syracuse, NY, 13057 USA

At Carrier we make modern life possible by delivering groundbreaking systems and services that help buildings, homes and the cold chain become more healthy, safe, sustainable, and intelligent. Our global team of dedicated employees continues to set industry standards by pursuing the latest research and developments to improve the lives of our customers. We’re constantly growing, seeking out talented, likeminded people who are committed to our primary duty: to be the world’s first choice in HVAC and refrigeration.

About this role

We have an exciting opportunity for a Supervisor in our Customer Care Center.  You must be a motivated, process-oriented individual to support a team of Senior Customer Service Specialists in a level 2 and 3 escalation path for resolution.  Our Call Center is a high-volume, fast paced and metric driven call-center team atmosphere with high emphasis on customer satisfaction and first call resolution.

Key Responsibilities

• Develop agents to provide exceptional, high level customer service support and resolution to our customers

• Monitor, mentor, and coach the team on call quality and cases resolution

• Develop and maintain a working relationship with Distributor Service Managers and Technical Service Managers to ensure customer facing issues are resolved

• Work as a liaison to the executive offices to resolve escalated or highly visible consumer complaints

• Collaborate with management, distribution, and our legal department to resolve high profile customer complaints

• Provide superior follow up with end users and the management team

• Provide working solutions to end users including financial assistance

• Work to resolve time sensitive cases escalated by the Better Business Bureau

• Utilize your experience to suggest process improvements for our customers

• Work with sensitive and confidential information

• Manage skills and queues during peak times

• Ability to forecast calls and staff accordingly for peak season

• Assist with process improvement projects

• Update and develop training materials for agents and customers

Required Qualifications

• Bachelor’s degree

• 5+ years of customer service experience in a call center or similar high-volume setting

• 2+ years of call center/ similar high-volume setting leadership experience

• Ability to travel 10%

Preferred Qualifications

• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)

• Proficient in MS Office (specifically Word and Excel)

• Strong analytical skills, accuracy and attention to detail

• Ability to communicate effectively

• Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time

• Creative problem-solving skills

• Self-starter and well organized, able to multi-task and prioritize work 

• Creative problem-solving skills

• Adaptability and flexibility to seasonality and changing business demands

RSRCAR

#LI-Hybrid

Pay Range:

$61,213 - $107,122 Annually

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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