Team Leadership & Supervision: Lead and supervise a team of Customer Service representatives and team leaders, ensuring service levels and customer expectations are consistently met.
Escalation Management: Handle escalated or unresolved customer inquiries-via phone or electronic communication-providing accurate information regarding products, services, accounts, and warranty-related issues.
Coaching & Capability Building: Guide and support team members in resolving routine and moderately complex issues, fostering skill development and confidence.
Quality Assurance: Ensure customer issues are properly addressed, resolved, and documented. Review correspondence and case notes to identify recurring issues, trends, and areas for improvement.
Process Adherence & Improvement: Ensure team compliance with organizational policies, customer service standards, and complaint‑handling procedures. Recommend procedural updates to enhance efficiency, accuracy, and customer experience.
Cross-Functional Collaboration: Partner with production, sales, shipping, warehouse, and other internal teams as needed to resolve customer concerns and expedite service.
Sales & Service Support (As Needed): Provide limited promotion or selling of products/services to support business goals. Offer after-sales support for applicable client accounts.
Operational Oversight : Oversee day‑to‑day activities of call center representatives to maintain efficient customer communication workflows and ensure operational effectiveness.
Required Qualifications
High school diploma or GED.
3+ years of progressive experience in customer service, or warranty management, or product lifecycle management.
Able and willing to travel domestically up to 10% of the year for training and customer visits.
Requirements
Associate or bachelor's degree.
Understanding of foundational leadership approaches, including scheduling, prioritization, coaching, and process execution.
Experience in a call center or service operations environment.
Strong familiarity with the HVAC industry is highly desirable.
Proficiency with systems such as Service Bench, Salesforce, and SAP.
Working knowledge of Carrier systems, programs, and organizational processes.
Experience with process improvement methodologies (Lean, Six Sigma, Kaizen).
Strong verbal and written communication skills with the ability to collaborate effectively across departments and with diverse customer groups.
Analytical skills to interpret customer data, identify trends, and recommend improvements.
Strong ability to prioritize, multitask, and work effectively in a fast‑paced environment.
Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (such as Five9).
Pay Range
The annual salary for this position is between $64,500.00 - $129,500.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate.
Other Compensation
This position may be entitled to short-term cash incentives, subject to plan requirements.
Benefits
Employees are eligible for benefits, including:Health Care Benefits : Medical, Dental, Vision; Wellness incentivesRetirement BenefitsTime 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 leave; military leave; purchased vacationDisability : Short-term and long-term disabilityLife Insurance and Accidental Death and DismembermentTax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending AccountTuition AssistanceTo learn more about our benefits offering, please click here Work with us | Carrier Corporate . The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.Carrier EEO Statement and Accommodations ProcessCarrier is an Equal Opportunity Employer. All qualified appHealth insuranceDental insuranceVision insurancePaid time offParental leave
Additional Information
About Carrier
Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow on Carrier social media at @Carrier.
Carrier · NY