Senior Manager, Customer Service
Job Number: 8809
External Description:
Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.
About this role:
We are seeking a highly experienced and motivated Customer Service Senior Manager to support our commercial HVAC service business. This role is critical in ensuring customer satisfaction by managing escalations across all aspects of service, including general service issues and parts-related concerns. The ideal candidate will possess strong leadership skills, a deep understanding of HVAC systems, and a proven track record in customer service management.
Key Responsibilities:
- Manage and resolve customer service escalations related to commercial HVAC services.
- Oversee parts-related escalations and ensure timely resolution to maintain service efficiency.
- Collaborate with service teams to identify and address recurring issues.
- Develop and implement strategies to improve customer satisfaction and service delivery.
- Act as a liaison between customers and internal departments to facilitate effective communication.
- Monitor service performance metrics and provide regular reports to senior leadership.
- Train and mentor customer service staff to handle escalations effectively.
- Ensure compliance with company policies and industry regulations.
Required Qualifications:
- Bachelor’s degree
- 7 years of experience in customer service management
Preferred Qualifications:
- Strong knowledge of commercial HVAC systems and service operations.
- Excellent problem-solving and conflict resolution skills.
- Outstanding communication and interpersonal abilities.
- Proven leadership and team management experience.
- Ability to work under pressure and manage multiple priorities.
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RSRCAR
Job Number: 30191923
Community / Marketing Title: Senior Manager, Customer Service
Location_formattedLocationLong: Florida, US