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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 |
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