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Carrier Customer Care Center Supervisor in Syracuse, New York

Date Posted:

2020-10-06-07:00

Country:

United States of America

Location:

CAN01: Carrier-Syracuse, NY 6304 Thompson Rd, Syracuse, NY, 13221 USA

ABOUT US:

In 1902, Willis Carrier solved one of mankind’s most elusive challenges by controlling the indoor environment through modern air conditioning. His invention enabled countless industries, promoting global productivity, health and personal comfort.

Today, Carrier innovations are found across the globe and in virtually every facet of daily life. We create comfortable and productive environments, regardless of the climate. We safeguard the global food supply by preserving the quality and freshness of food and beverages. We ensure health and well-being by enabling the proper transport and delivery of vital medical supplies under exacting conditions. We provide solutions, services and education to lead the green building movement. These mark just a handful of the ways that Carrier works to make the world a better place to live, work and play.

Each day, the team at Carrier is working to meet some of the most unique and exciting global challenges in heating, air conditioning, refrigeration, building automation, fire and security systems. In order to continue to maintain our role as a global leader, we are always looking for talented, ambitious individuals around the world to join us.

About the Role:

If you thrive in a fast-paced environment and are looking for an opportunity to develop your supervisory skills in a customer service environment, then we have a great opportunity for you. We are seeking a motivated, highly organized individual to supervise a consumer-based call center team of approximately 20 agents.

KEY RESPONSIBILITIES:

  • Develop agents to provide exceptional customer service support to homeowners.

  • Monitor, mentor, and coach the Tier 1, customer support team on a daily basis.

  • Attract, retain, and motivate representatives for the Customer Relations team.

  • Provide daily coaching, guidance, feedback and encouragement.

  • Train employees on new programs and products.

  • Assist with system set up.

  • Manage skills and queues during peak times.

  • Ensure that answers to questions are captured in the knowledge base.

  • Collaborate with internal departments to resolve customer problems.

  • Forecast volume of phone calls and staff accordingly for peak season (summer).

  • Collaborate with the Tier 2 Team Supervisor for opportunities to improve processes.

  • Implement process improvements.

  • Develop a strong working relationship with local temporary employment agencies.

TYPICAL EDUCATIONAL REQUIREMENTS:

BA or BS degree in Business or related field, with a minimum of three years of relevant experience.

KEY QUALIFICATIONS:

  • Working knowledge of call center tools such as CRM (Customer Relationship Management) software and phone tools (Salesforce experience preferred).

  • Supervisory experience preferred, in a customer service setting.

  • Experience supervising a large group of employees, primarily contract or temporary employees.

  • Strong communication skills (both verbal and written).

  • Ability to handle multiple priorities, in a fast-paced environment.

  • Must have a calm, even temperament, to handle stressful situations.

  • Proficient in MS Office (specifically Word and Excel).

  • Strong analytical skills, accuracy and attention to detail.

  • Strong organizational and prioritization skills, along with a sense of urgency.

  • Compassion for customers and employees.

  • Creative problem-solving skills.

  • Must be adaptable and flexible to seasonality and changing business demands.

  • Minimal travel required (approximately 10%)

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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