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

This position supervises entry level employees or team leads of support employees in Customer Service. Provides close supervision of call responses and handles escalated calls. Trains staff in Customer Service procedures and provides changes to procedures to ensure continuous improvement.

Specific Responsibilities for this position may include

• Supervises a single team including all levels of employees and team leads that perform customer service duties to ensure customer expectations are met

• 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

• Confers with customers by telephone or electronically to provide information about products or services, customer accounts, or product complaints specific to escalated and unresolved calls from less experienced representatives to ensure quality services are delivered to the customers

• Guides and assists team with routine problems and issues resolution, when required, to help them solve problems and build capabilities

• Checks customers' problems were addressed and resolved to ensure smooth operations of customer services work

• Checks customer correspondence is properly documented in order to inform management of product issues that arise from problems identified from customer service support to ensure issues are discussed and resolved

• Ensures employees adhere to the organization-wide customer service strategy and policies and procedures concerning customer correspondence and the processing of customer complaints

• Responsible for the day-to-day supervision of a team of call center representatives to maintain efficient customers communications

Required Qualifications

• High School Diploma or GED

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

• 2+ years of leadership experience

Preferred Qualifications

• Bachelor’s degree

• 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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