Carrier is a leading provider of HVAC, refrigeration, fire, security, and building automation technologies. These high-technology products and services enable modern life by delivering efficiency, safety, and security across several platforms. Enable qualified individuals with disabilities to perform essential functions.

The Replacement Components Dedicated Department is seeking a Customer Service Supervisor in our Syracuse, NY location.

KEY RESPONSIBILITIES –

Supervise and develop the customer service team communicating with internal and external customers via telephone and e-mail to build strong business relationships focusing on exceptional support for National Accounts, CMA Contractors, CCS, International, Carrier Gateway.
- End customers can include hospitals, universities, retail businesses, and industrial complexes, within the US and internationally.
Develop a strong working relationship with RC support groups as well as the warehouse and operations.
Assist with ensuring teams are staffed appropriately.
Assist with meeting quality metrics.
Serving as a point person for escalations.
Support and train on pre-delivery and post-sale customer service support (including but not limited to parts selection, ordering, pricing, availability, expediting delivery, invoicing, account maintenance/creation, warranty policies, account reconciliation and basic technical support).
Provide feedback on training opportunities.
Communicate with the sales and service teams to provide customer support and training.
Train externally both in person and webinars on basic technical support for residential, light, and heavy commercial products, Carrier digital tools, and policies.
Create and maintain training references and standard work materials.
Assist with process improvement projects.
Distribute the work among the team providing direction and prioritization.
Participate in problem resolution with suppliers, warehouses, internal departments, and technical engineering.
Order exception management in Salesforce and customer vendor portals.
Research and investigate complex requests by partnering with RC aftermarket teams.
Participate in customer conferences with customers, sales, and RC support groups.
Combine data from multiple resources to manage reports.
Actively participate in departmental Carrier Excellence initiatives.
Hybrid working model maybe available after initial on-site training is completed.

REQUIRED QUALIFICATIONS –

Bachelor’s Degree with 2+ years of experience in customer service leadership or Associate’s Degree with 4+ years of experience in customer service leadership or High School Diploma or GED with 6+ years of experience in customer service leadership.
1+ years of experience with MS Office Suite

PREFERRED QUALIFICATIONS –

Experience and knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools.
Sales Force
Working knowledge of SAP, Salesforce, PIC and Windchill systems.
A background in residential, light, and heavy commercial HVAC applications, products and systems is desired.
Excellent customer service skills.
Strong written and oral communication skills.
Strong analytical skills, accuracy and attention to detail are necessary.
Strong customer focus and technical aptitude; sense of urgency; strong organizational skills.
Ability to handle multiple tasks, creative problem-solving skills.
Self-starter and well organized to multi-task and prioritize work.
Adaptability and flexibility to seasonality and changing business demands is critical.
Occasional late / afterhours shift required.

#LI-Hybrid

RSRCAR

Pay Range:

$61,213 - $107,122 Annually

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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