Customer Service Senior Associate
Customer Service Senior Associate
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$ 61213 - 107122
1 Vacancy
Job Description
Country:
United States of AmericaLocation:
CAT08: ICPLewisburg TN 650 HeilQuaker Ave Lewisburg TN 37091 USACarrier 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 weve led in inventing new technologies and entirely new industries. Today we continue to lead because we have a worldclass diverse workforce that puts the customer at the center of everything we do. For more information visit corporate.carrier or follow Carrier on social media at @Carrier.
About this role:
Carriers Customer Care Center located in Lewisburg TN is a large fastpaced customer contact center with employees in Consumer Relations HVAC Replacement Components and Warranty/Claims departments. Our customer base ranges from individual homeowners to installing dealers to larger distribution. Reporting to the Training and Development Manager you will be part of a highly productive and energetic team that is passionate about our customers. If you thrive in a highenergy atmosphere and are eager to contribute to our mission by monitoring coaching and retraining agents for Customer Service excellence then this opportunity is tailormade for you!
Key Responsibilities:
Responsible for monitoring Customer Service calls and emails to ensure agents are providing quality customer service to our customers adhering to Carriers policies and procedures.
Conduct live monitoring with real time feedback for all new hire agents.
Evaluate and score calls emails and chats based on predefined criteria using WFM technology.
Based on monitoring results identify areas of strength and opportunity provide feedback coaching and retraining to agents with the goal of improving overall customer experience while maintaining adherence to compliance and regulatory guidelines.
Provide expert guidance and recommendations regarding the processes policies and procedures in Customer Service.
Build trusting partnerships with managers & supervisors to update them on the status of each agent reporting quality scores as well as scores for each individual skill.
Identify and escalate immediate potential risks or quality concerns directly to the agents supervisor.
Analyze QA results monthly to identify broader training opportunities for Customer Service.
Facilitate and / or attend monthly call calibrations with business lines to discuss trending and opportunities for improvements through subject matter expertise.
Proactively identify opportunities for improvement that add value to the business objectives and enhance the customer experience.
Provide recommendations to the Training Manager regarding new content or updates to existing content.
Required Qualifications:
High school diploma or GED
2 years of experience providing Customer Service.
Preferred Qualifications:
Experience providing Customer Service in a call / contact center environment.
Experience providing coaching and feedback.
Experience in navigating difficult feedback situations.
Experience using Salesforce SharePoint CTI.
Experience in the HVAC (Heating/Ventilating/Air Conditioning) industry.
Proficient in the utilization of WFM software such as Virtual Observer Outlook Excel Word and PowerPoint.
Comfortable with public speaking and engaging and motivating others.
Excellent written and verbal communication skills.
Ability to multitask in a fastpaced environment.
Diligent attention to written visual and organizational detail.
Outstanding followthrough skills to support on time delivery of projects.
RSRCAR
#LIhybrid
Pay Range:
$61213 $107122 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.
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Required Experience:
Senior IC
Employment Type
Full-Time
