Mgr, Customer Svc

Build a career with confidence

Carrier Global Corporation a 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.

About the role

As a Manager Customer Service you will lead a specialized team responsible for delivering highquality support to channel partners. This role combines strong people leadership with operational excellence ensuring accurate issue resolution effective escalation management and consistent customer experiences. You will play a key role in driving performance continuous improvement and crossfunctional collaboration in a fastpaced servicefocused environment.

Key Responsibilities

As a Manager Customer Service youll be responsible for:

• Leading coaching and developing a team of customer service associates setting clear expectations aligned to service quality and productivity goals

• Conducting performance evaluations ongoing coaching and development planning to build talent and engagement

• Overseeing daily customer service operations including handling inquiries policy interpretation and case resolution

• Serving as the primary escalation point for complex or highimpact customer issues

• Ensuring accurate documentation and compliance with Carrier policies across systems such as Salesforce and SAP workflows

• Monitoring key customer experience metrics such as CSAT turnaround time repeat contacts and escalation rates

• Partnering with Training and Quality teams to ensure team readiness with uptodate tools policies and procedures

• Driving improvements in firstcontact resolution and consistency of service delivery

• Collaborating with internal stakeholders and thirdparty vendors to resolve issues and enhance processes

• Participating in rootcause analysis and implementing corrective actions for recurring issues

• Tracking operational performance and delivering insights and updates to leadership

• Leading continuous improvement initiatives to reduce manual work improve cycle times and enhance service quality

Requirements

We are looking for people who are customerfocused collaborative leaders with strong problemsolving abilities and a passion for driving operational excellence. If this sounds like you wed love to hear from you.

As a minimum you must have:

• Minimum 5 years of customer service or contactcenter experience

• Minimum 2 years of people leadership or supervisory experience

• Demonstrated experience managing escalations and complex customer issues

• Strong communication coaching and problemsolving skills

• Ability to drive performance in a metricsdriven environment

Although not necessary it would be nice if you have:

• Familiarity with CRM and case management platforms such as Salesforce or SAP

• Experience working in a matrixed crossfunctional organization

• Strong capabilities in datadriven decision making and reporting

Benefits

We are committed to offering competitive benefits programs for all of our employees and enhancing our offerings when necessary.

• Have peace of mind in mind and body with our health insurance

• Drive forward your career through professional development opportunities

Our commitment to you

Our greatest assets are the expertise creativity and passion of our employees. We strive to provide a great place to work that attracts develops and retains the best talent promotes employee engagement fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong with diversity and inclusion as the engine to growth and innovation. This is The Carrier Way.

Join us and make a difference.

Apply Now!