Senior Supervisor - Homeowner Services

Job Number: 2455

External Description: Date Posted:
2023-03-20
Country:
United States of America
Location:
CAN01: Carrier-Syracuse, NY 6304 Thompson Rd, Syracuse, NY, 13221 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 is looking for a Senior Supervisor - Homeowner Services in the Customer Service Contact Center

Key Responsibilities:

• Work to resolve highly visible cases escalated from the Tier 2 team
• Respond to time-sensitive social media complaints
• Collaborate with management, distribution, and the Tier 2 team to resolve customer complaints
• Provide superior follow-up with end users and the management team
• Provide working solutions to end users including financial assistance
• Report out on training opportunities to the Tier 1 and Tier 2 supervisors
• Utilize your experience to suggest process improvements for our customers
• Work with sensitive and confidential information
• Serve as a backup for executive and legal escalations
• Monitor and manage open caseload independently

Minimal travel required (less than 10%). Travel is typically once or twice per year to internal or customer-hosted meetings.

Required Qualifications:

• Associate degree
• 2 + years of supervisory experience

Preferred Qualifications:

• Ability to communicate effectively with a positive attitude, with a level of professionalism appropriate to representing the executive offices
• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience is a plus)
• Strong analytical skills, paying close attention to accuracy and attention to detail
• Strong sense of urgency; strong organizational skills and ability to handle multiple tasks at one time
• Experience in MS Office
• Creative problem-solving skills
• Self-starter and well-organized, able to multi-task
• Ability to prioritize workload and provide a quick turnaround for urgent cases.
• Adaptability and flexibility to seasonality and changing business demands is critical. As an air conditioning manufacturer, our consumer feedback volume can more than double during the hot summer months.

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RSRCAR

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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This position may not be performed remotely in Westchester County, Ithaca or New York City at this time.

COVID-19 vaccines are required for all newly hired Carrier U.S. Salaried employee, except as prohibited by law. Candidates residing in or for positions located in any of the following jurisdictions are not subject to this requirement: Alabama, Arkansas, Florida, Kansas, Indiana, Iowa, Mississippi, Montana, Nebraska, North Dakota, Tennessee, Texas, Utah, and West Virginia.

If you have questions about applicability of this requirement to you, please contact Global People Services at: +1-833-819-1257

Job Number: 30113934

Community / Marketing Title: Senior Supervisor - Homeowner Services

Location_formattedLocationLong: Syracuse, New York US