Customer Contact Center Team Lead

Job Number: 3152

External Description:

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.

ABOUT US:

In 1902, Willis Carrier solved one of mankind’s most elusive challenges by controlling the indoor environment through modern air conditioning. His invention enabled countless industries, promoting global productivity, health and personal comfort.

Today, Carrier innovations are found across the globe and in virtually every facet of daily life. We create comfortable and productive environments, regardless of the climate. We safeguard the global food supply by preserving the quality and freshness of food and beverages. We ensure health and well-being by enabling the proper transport and delivery of vital medical supplies under exacting conditions. We provide solutions, services and education to lead the green building movement. These mark just a handful of the ways that Carrier works to make the world a better place to live, work and play.

Each day, the team at Carrier is working to meet some of the most unique and exciting global challenges in heating, air conditioning, refrigeration, building automation, fire and security systems. In order to continue to maintain our role as a global leader, we are always looking for talented, ambitious individuals around the world to join us.

Key Responsibilities:

• Assist with agent training and onboarding  
• Manage skills and queues during peak times
• Assist with scheduling in the Telipoti tool
• Answer Teams chat and ensure they are captured in the knowledge base for future training
• Collaborate with internal departments to resolve customer opportunities
• Act as a mentor for contracted staff and assist with training and orientation
• Communicate customer facing issues to management and identify areas of opportunity
• Actively participate in department initiatives

Basic Qualifications:

• High School Diploma/GED
• 3+ years of customer service experience

Preferred Qualifications:

• Ability to assist a large team of representatives
• Excellent customer service skills, including professional phone etiquette and interpersonal skills.
• Ability to assist the team with calls, case load, and chat
• Very strong written and oral communication skills and the ability to follow standard processes
• Proficient in MS Word & Excel
• Working knowledge of Call Center tools such as CRM (Customer Relationship Management software) and phone tools; experience in Salesforce & Five9 is a plus.
• Self-Starter and well organized in order to multi-task and prioritize work
• Adaptability and flexibility to seasonality and changing business demands is critical. Scheduled shift assignments may include evening and weekend hours
• Accuracy and attention to detail are necessary
• Ability to type at least 25 wpm with accuracy
• Spanish and French language skills are a plus

#LI-On-site

RSRCAR

Job Number: 30121149

Community / Marketing Title: Customer Contact Center Team Lead

Location_formattedLocationLong: New York, US