Assoc Dir, Customer Service - North America
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 the Role:
This position manages a department that includes multiple teams led by Managers and/or Supervisors in Customer Service. Establishes policies and sets goals and long-term objectives for Customer Service. Develops and implements systems, provides direction on customer service efficiency, conducts customer service strategies and oversees complex client problems. Collaborates with Sales and Senior leadership to identify Sales opportunities and prevention measures to address product/service concerns.
Key Responsibilities:
- Manages a customer service center department to ensure customers expectations are met.
- Develops and implements systems, standards, and mechanisms that guide the customer service activities of a department to consistently improve and ensure quality services are delivered to customers.
- Develops measures to assess customer service efficiency, consistency, reliability, and quality specific to a department to improve performances and services.
- Discusses with executives about customer service strategies and activities along with business unit and organization objectives to ensure business targets are met.
- Oversees complex client problem and issue resolution to ensure excellence customers satisfactions are met.
- Develops and implements changes to customer service policies and procedures based on department performance data and customer feedback and correspondence to ensure smooth operations of customer services work.
- Develops and implements policies and procedures for managing the operations of a call center.
REQUIRED QUALIFICATIONS
- Bachelor’s Degree
- 10+ years of experience in customer service in the HVAC and/or light commercial industry
- 5+ years of experience in people management
- 2+ 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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