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Carrier · 1 month ago

Senior Supervisor, Customer Service

East Syracuse, NY

Full-time

Onsite

Mid, Senior Level

$79K/yr - $138K/yr

5+ years exp

Carrier is a global leader in intelligent climate and energy solutions, dedicated to enhancing lives through innovative advancements. The Senior Supervisor, Customer Service role involves providing exceptional leadership to a customer service team, ensuring customer satisfaction, and addressing concerns effectively.

EnergyHeating Ventilation and Air Conditioning (HVAC)

No H1B

Responsibilities

Supervise a small team of employees that perform customer service duties to ensure customer expectations are met

Confers with customers by phone or electronically to provide information about products or services, and customer accounts

Manage elevated customer concerns or complaints specific to unresolved issues to ensure quality services are delivered to customers

Guide and assist team members with routine-to-difficult client problems and issues resolution when required to help them solve problems as well as to build capabilities

Ensure that customer problems are addressed and resolved in a timely manner to ensure smooth operations

Ensure that customer correspondence is properly documented in order to inform management of product issues that arise from known, identified problems

Perform duties related to overall customer service including post-sales support

Coordinate with Sales Reps to identify inside sales opportunities

Serves as customer interface on product status and delivery

Maintain knowledge of Carrier organization and products to provide the appropriate information and support to customers

Consistently document customer service needs in order to identify patterns and maintain quality

Qualification

Customer service experienceSupervisory experienceJDESAPMS OfficeHVAC knowledgeAnalytical skillsCommunication skillsProblem-solving skillsInterpersonal skillsOrganizational skills

Required

Associate's degree or higher

5+ years of customer service experience

Preferred

2+ years supervisory experience. (asset)

Working knowledge of JDE, EPIC, SAP and Windchill systems is desired

Experience with residential and commercial HVAC applications, products and systems, and the ability to read basic technical drawings is desired

Proficient in MS Office (specifically Word and Excel)

Excellent customer service skills

Negotiation skills and/or supply chain management experience

Strong written and oral communication skills

Strong analytical skills, accuracy and attention to detail

Self-starter; sense of urgency; strong organizational skills and ability to handle multiple tasks at one time

Creative problem-solving skills

Great interpersonal skills and customer focus

Team oriented and ability to work in a dynamic environment

Adaptability and flexibility to seasonality and changing business demands is critical

Benefits

Health Care benefits: Medical, Dental, Vision; wellness incentives

Retirement benefits

Time Off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty; military leave; purchased vacation

Disability: Short-term and long-term disability

Life Insurance and Accidental Death and Dismemberment

Tax-Advantaged Accounts: Health Savings Account; Healthcare Spending Account; Dependent Care Spending Account

Tuition Assistance