Customer Service Supervisor East Syracuse NY
Customer Service Supervisor East Syracuse NY
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$ 61213 - 107122
1 Vacancy
Job Description
Country:
United States of AmericaLocation:
CAN01: CarrierSyracuse NY 6304 Carrier Parkway East Syracuse NY 13057 USACustomer Service Supervisor East Syracuse NY
Carrier 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 visitor follow Carrier on social media at@Carrier.
About This Role
We have an exciting opportunity for a Supervisor in our Customer Care Center. You must be a motivated processoriented individual to support a team of 6plus customer service agents. Our channel includes distributors seeking aftermarket replacement components parts and orders. Our Call Center is a highvolume fast paced and metric driven callcenter team atmosphere with high emphasis on customer satisfaction and first call resolution.
Key Responsibilities:
- Supervises a single team including all levels of employees and team leaders that perform customer service duties to ensure customer expectations are met.
- Confers 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 customers.
- Guides and assists team with routine problems and issues resolution when required to help them solve problems and also build capabilities.
- Checks customers problems were addressed and resolved to ensure smooth operations of customer services work.
- Checks 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 resolved.
- Ensures employees adhere to the organizationwide customer service strategy and policies and procedures concerning customer correspondence and the processing of customer complaints.
- Includes when required minimal selling or promotion of products or services to ensure business targets are met.
- Responsible when required for the daytoday supervision of a team of call center representatives to maintain efficient customers communications.
Required Qualifications:
- High School diploma/GED
- 2 years experience supervising a call center
- 1 year experience with Microsoft Word and Excel
- Ability to travel up to 20
Preferred Qualifications:
- Bachelors degree.
- Working knowledge of SAP Salesforce CRM Phone systems PIC and Windchill systems is desired
- Proficient in MS Office (specifically Word and Excel)
- Preferred experience with Power BI
- Strong analytical skills accuracy and attention to detail and Ability to communicate effectively
- Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time
- Adaptability and flexibility to seasonality and changing business demands is critical
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RSRCAR
Pay Range:
$61213 $107122 AnnuallyCarrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans Readjustment Assistance Act.
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Required Experience:
Manager
Employment Type
Full-Time
