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 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

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

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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