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, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or 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, process-oriented individual to support a team of 15 plus customer service agents. Our channel includes distributors seeking after-market replacement components parts and orders. Our Call Center is a high-volume, fast paced and metric driven call-center 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 organization-wide 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 day-to-day 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:

Bachelor’s 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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Pay Range:

$61,213 - $107,122 Annually

Carrier 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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