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Customer Service Senior Associate
| Company | Carrier Global |
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| Location | Tennessee, USA |
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| Salary | $61213 – $107122 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level, Senior |
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Requirements
- High school diploma or GED
- 2+ years of experience providing Customer Service.
Responsibilities
- 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.
- Evaluate and score calls, emails and chats based on predefined criteria using WFM technology.
- 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 & supervisors 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.
- Facilitate and / or attend monthly call calibrations with business lines to discuss trending and opportunities for improvements through subject matter expertise.
- 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.
Preferred Qualifications
- Experience providing Customer Service in a call / contact center environment.
- Experience providing coaching and feedback.
- Experience in navigating difficult feedback situations.
- Experience using Salesforce, SharePoint, CTI.
- Experience in the HVAC (Heating/Ventilating/Air Conditioning) industry.
- Proficient in the utilization of WFM software such as Virtual Observer, Outlook, Excel, Word, and PowerPoint.
- Comfortable with public speaking and engaging and motivating others.
- Excellent written and verbal communication skills.
- Ability to multi-task in a fast-paced environment.
- Diligent attention to written, visual, and organizational detail.
- Outstanding follow-through skills to support on time delivery of projects.
