Customer Service Manager

Build a career with confidence

Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

About the role

Manages a team of experienced technicians, engineers and customer services staff which handles technical support to commercial project sales, warranty and maintenance services, installation works for Carrier & Toshiba brand residential and light-commercial products. Establishes objectives and guidelines for efficient and high-quality services. Liaises with product line management, handles escalated client problems, and makes changes to Customer Service policies to ensure improvement and effectiveness. Coordinates and prioritizes work and assignments, resolves complex issues in project sales, reviews escalated key issues, maintains relationship with key customers, establishes and maintains training and audit or assessment programs, and coaches team members.

Job Description

• Coordinates and manages all levels of customer service center representatives to ensure customers expectations are met.
• Provides technical guidance to staff on the systems, standards, and mechanisms put in place to provide and monitor customer service performance and ensure that activities are efficient, consistent, reliable, and high quality.
• Coordinates and liaises with product line management to ensure that customer service strategies and activities are integrated with business unit objectives.
• Oversees difficult client problem and issue resolution to ensure excellence customers satisfactions are met.
• Performs performance reviews on addressing and resolving customer problems and outlines to improve performances and services.
• Summarizes the findings from customer correspondence and product issues identified by the customer service team to ensure issues are discussed and resolved.
• Interprets the organization-wide customer service strategy and policies and procedures specific to daily activities of customer service center representatives to ensure smooth operations of customer services work.
• Responsible, when required, for managing the day-to-day operations of a call center and a team of call center representatives, including employees that sell or promote organization products and services to ensure business targets are met.

Requirements

• >Requires practical knowledge in leading and managing the execution of processes, projects and tactics within residential and light-commercial HVAC product.
  >Has broad knowledge and skills within a specific technical or professional discipline with understanding of the impact of work on other areas of the organization.
  >University Degree or equivalent experience and a minimum of 8 years prior relevant experience in Light commercial and residential air-conditioning product.

Our commitment to you

Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way.

Join us and make a difference.

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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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