Overnight Client Service Representative - East Syracuse, NY, United States - Carrier

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.

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

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.

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.
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.

2+ years of experience providing Customer Service.

Experience providing Customer Service in a call / contact center environment.
Experience using Salesforce, SharePoint, CTI.
Proficient in the utilization of WFM software such as Virtual Observer, Outlook, Excel, Word, and PowerPoint.
Diligent attention to written, visual, and organizational detail.
Outstanding follow-through skills to support on time delivery of projects.

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.