Customer Service Supervisor

at  Carrier

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.

REQUIRED QUALIFICATIONS

• Bachelor’s degree
• 5+ years of customer service experience in a call center or similar high-volume setting
• 2+ years of leadership experience in a call center or similar high-volume setting
• 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)
• Technical Support experience
• Wi-Fi network troubleshooting is desired
• 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
• Adaptability and flexibility to seasonality and changing business demands is critical

ABOUT THE 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 Remote Access escalation specialists. Our channel includes consumers seeking troubleshooting support for our Wi-Fi connected products. 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 customer service support to our connected devices customers
• Monitor, mentor, and coach the team on call quality and email responses
• Develop a strong working relationship with product support teams
• Collaborate and provide feedback to product management for remote access Wi-Fi products
• Manage skills and queues during peak times
• Provide necessary support and guidance to team to ensure customer resolution and satisfaction
• Collaborate with internal departments to resolve customer escalations
• Ability to forecast calls and staff accordingly for peak season
• Collaborate with the Tier 1 and Tier 2 team leaders to ensure adequate supervisor coverage
• Assist with process improvement projects
• Update and develop training materials for agents and customers