Sr. Manager, Customer Service - HVAC and Light Commercial

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 Sr. Manager of Customer Service to join our growing team!

Summary

This position manages a large team of both experienced professionals and team leaders in Customer service. Liaises with Sales Management to identify sales opportunities. Oversees the resolution of complex client issues and develops ideas and system mechanisms to increase Customer Service efficiency and effectiveness. Communicates with leadership regarding documented Customer Service issues identifying patterns of concern and recommending prevention measures.

Key Responsibilities

• Manages a large team of customer service center representatives and team leaders to ensure customers expectations are met.
• Recommends and provides ideas on systems, standards, and mechanisms that guide customer service activities; recommends measures that can be used to assess customer service efficiency, consistency, reliability, and quality to consistently improve and ensure quality services are delivered to customers.
• Liaises with senior management to ensure that customer service strategies and activities are integrated with business unit and organization objectives.
• Oversees moderately complex client problem and issue resolution to ensure excellence customers satisfactions are met.
• Performs performance reviews on addressing and resolving customer problems and determines how to improve performance and services.
• Meets with management to review the findings from customer correspondence and outline product issues identified by the customer service team to ensure issues are discussed and resolved.
• Provides suggestions and recommendations for the organization-wide customer service strategy and policies and procedures to ensure smooth operations of customer services work.
• Responsible for managing the overall operations of a call center to ensure business targets are met.

Scope of role:

• Manage Commercial Strategic Account Order Management Team
• Manage key account set up and maintenance as customer onboard specialist
• Collaborate with relevant team members to deliver customer implementation for each account
• Oversee account metrics and analytics and aid or create reports to ensure requirements for each customer are being met
• Meet with key customers quarterly to review performance and future trends

Role Purpose:

• Manage a department that provides customer order support for key commercial accounts
• Collaborate with sales and senior leadership to ensure customer success
• Develop and implement policies and procedures for order management and fulfillment

REQUIRED QUALIFICATIONS

• Bachelor’s Degree
• 5+ years of experience in customer service in the HVAC and/or light commercial industry
• 2+ years of experience in people management
• 1+ years of continuous improvement experience

PREFERRED QUALIFICATIONS:

• Master’s Degree
• Deep management and leadership knowledge to lead cross-department project teams or manage across multiple related departments.

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