Customer Service Supervisor, East Syracuse NY

Carrier Refrigeration; Village of East Syracuse (NY); On-site; USD 61,000 - 108,000; Full time

Job summary

A leading company in climate and energy solutions is seeking a Customer Service Supervisor in East Syracuse, NY. The role involves supervising a team of customer service agents, ensuring high-quality service, and resolving customer inquiries efficiently. Ideal candidates will have supervisory experience in a call center and strong communication skills. Join a diverse workforce committed to customer satisfaction and operational excellence.

Qualifications

• 2+ years of supervising a call center.
• 1+ year experience with Microsoft Word and Excel.

Responsibilities

• Supervise a team of customer service representatives.
• Resolve escalated customer issues efficiently.
• Document customer correspondence and inform management.

Skills

Communication

Analytical Skills

Organizational Skills

Education

High School diploma/GED

Bachelor’s degree

Tools

Microsoft Word

Microsoft Excel

SAP

Salesforce

CRM

Power BI

Job description

Customer Service Supervisor, East Syracuse NY

Join to apply for the Customer Service Supervisor, East Syracuse NY role at Carrier Refrigeration.

Location: CAN01: Carrier-Syracuse, NY, 6304 Carrier Parkway, East Syracuse, NY, 13057, USA

About Carrier: Carrier Global Corporation is a global leader in intelligent climate and energy solutions, committed to creating solutions that matter for people and our planet. We have a 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.

Role Overview

We are seeking a motivated, process-oriented Supervisor to support our Customer Care Center team of over 15 customer service agents. The team handles distributor inquiries for aftermarket replacement parts and orders. This high-volume, fast-paced, metric-driven environment emphasizes customer satisfaction and first call resolution.

Key Responsibilities

• Supervise a team of customer service representatives and team leaders to meet customer expectations.
• Communicate with customers via telephone or electronically to provide information, resolve escalated issues, and ensure quality service.
• Assist team members with routine problems and help build their capabilities.
• Ensure customer issues are addressed and resolved efficiently.
• Document customer correspondence and inform management of product issues.
• Ensure adherence to customer service strategies, policies, and procedures.
• When necessary, promote products or services to meet business targets.
• Oversee daily operations of the call center team to maintain effective communication with customers.

Required Qualifications

• High School diploma/GED
• 2+ years of supervising a call center
• 1+ year experience with Microsoft Word and Excel
• Ability to travel up to 20%

Preferred Qualifications

• Bachelor’s degree
• Knowledge of SAP, Salesforce, CRM, Phone systems, PIC, and Windchill systems
• Proficiency in MS Office (Word and Excel)
• Experience with Power BI
• Strong analytical skills, attention to detail, and effective communication
• Sense of urgency, organizational skills, and ability to multitask
• Adaptability to seasonal and business changes

Salary Range: $61,213 - $107,122 annually

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Seniority level: Mid-Senior level

Employment type: Temporary

Job function: Other

Industry: Wholesale Building Materials