Customer Service Supervisor - Carrier : Job Details

Country:United States of AmericaLocation:CAN01:Carrier-Syracuse, NY 6304 Carrier Parkway , East Syracuse, NY, 13057 USAAt 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 roleThis 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 includeSupervises a single team including all levels of employees and team leads that perform customer service duties to ensure customer expectations are metDevelop agents to provide exceptional, high level customer service support and resolution to our customersMonitor, mentor, and coach the team on call quality and cases resolutionConfers 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 customersGuides and assists team with routine problems and issues resolution, when required, to help them solve problems and build capabilitiesChecks customers' problems were addressed and resolved to ensure smooth operations of customer services workChecks 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 resolvedEnsures employees adhere to the organization-wide customer service strategy and policies and procedures concerning customer correspondence and the processing of customer complaintsResponsible for the day-to-day supervision of a team of call center representatives to maintain efficient customers communicationsRequired QualificationsHigh School Diploma or GED5 years of customer service experience in a call center or similar high-volume setting2years of leadership experiencePreferred QualificationsBachelor's degreeWorking 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 detailAbility to communicate effectivelySense of urgency; strong organizational skills and ability to handle multiple tasks at one timeCreative problem-solving skillsSelf-starter and well organized, able to multi-task and prioritize workCreative problem-solving skillsAdaptability and flexibility to seasonality and changing business demandsRSRCAR#LI-HybridPay Range:$61,213 - $107,122 AnnuallyCarrier 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.Job Applicant's Privacy Notice:Click on this link to read the Job Applicant's Privacy Notice.