Sr Customer Service Representative - East Syracuse New York

Company: Carrier
Location: East Syracuse, New York
Posted On: 05/03/2024

Country:
United States of America
Location:
CAN01: Carrier-Syracuse, NY 6304 Carrier Parkway , East Syracuse, NY, 13057 USA

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

Carrier's Customer Care Center, located in Syracuse, NY is a large, fast-paced call center with employees in Consumer Relations, HVAC Replacement Components, and Warranty/Claims departments. Our customer base ranges from individual homeowners, to installing dealers, to larger distribution. Reporting to the Training and Development Manager, you will be part of a highly productive and energetic team that is passionate about our customers. If you thrive in a high-energy atmosphere and are eager to contribute to our mission by monitoring, coaching, and retraining agents for Customer Service excellence, then this opportunity is tailor-made for you!

Role Purpose:

• Responsible for monitoring Customer Service calls and emails to ensure agents are providing quality customer service to our customers, adhering to Carriers policies and procedures.
  
• Conduct live monitoring with real time feedback for all new hire agents.
  
• Evaluate and score calls and emails based on predefined criteria using WFM technology.
  
• Based on monitoring results, identify areas of strength and opportunity, provide feedback, coaching, and re-training to agents with the goal of improving overall customer experience while maintaining adherence to compliance and regulatory guidelines.
  
• Provide expert guidance and recommendations regarding the processes, policies, and procedures in Customer Service.
  
• Build trusting partnerships with managers & supervisor to update them on the status of each agent, reporting quality scores as well as scores for each individual skill.
  
• Identify and escalate immediate potential risks or quality concerns directly to the agent's supervisor.
  
• Analyze QA results monthly to identify broader training opportunities for Customer Service.
  
• Facilitate and / or attend monthly call calibrations with business lines to discuss trending and opportunities for improvements through subject matter expertise.
  
• Proactively identify opportunities for improvement that add value to the business objectives and enhance the customer experience.
  
• Provide recommendations to the Training Manager regarding new content or updates to existing content.
  
  
  Required Qualifications
  
  • High school diploma or GED.
    
  • 2+ years of experience providing Customer Service.
    
    
    Preferred Qualifications
    
    • Experience providing Customer Service in a call / contact center environment.
      
    • Experience providing coaching and feedback.
      
    • Experience using Salesforce, SharePoint, CTI.
      
    • Experience in the HVAC (Heating/Ventilating/Air Conditioning) industry.
      
    • Proficient in the utilization of WFM software such as Virtual Observer, Outlook, Excel, Word, and PowerPoint.
      
    • Comfortable with public speaking and engaging and motivating others.
      
    • Excellent written and verbal communication skills.
      
    • Ability to multi-task in a fast-paced environment.
      
    • Diligent attention to written, visual, and organizational detail.
      
    • Outstanding follow-through skills to support on time delivery of projects.
      
      
      RSRCAR
      
      LI-Hybrid
      
      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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