Customer Care Manager

Company: Carrier Enterprise
Location: Raleigh
Posted on: June 12, 2021

Job Description:

The Customer Care Manager is a key member of the company's growth initiative to enhance CE's Customer Experience. Reporting to the Dir of Customer Experience, this position will manage a team of 3 Customer Care Representatives (CCR). In this role,the right candidatewill have a sales/service minded attitude interacting with a high volume of customers via chat, emails, and online requests.As Customer Care Manager, you will develop and maintain processes to ensure an exceptional customer experience.

Essential Role, Activities and Responsibilities:

* Dailyinteractionwith ourcustomers (internal & external) in a friendly, courteous,efficient, and professionalmanner. * Communicates effectively with a sense of urgency with customers through the various digital and online channels, including email, eCommerce, and chat. * Manage end-to-end steps required for new customer onboarding (ERP & Magento) including creating and delivering training on system platforms and resources. * Partner with senior business leaders to share customer experience results, present findings, opportunities, and support action-planning and continuous improvements * Demonstrate superior communication & listening skills across departments, as cross-functional support for multiple enterprise initiatives will be common place * Ensure all customer engagements are captured and documented utilizing CRM/Salesforce * Sort through complex issues independently while exercising sound judgement with confidence; Will consistently mentor/coach direct reports on appropriate actions with customers * Research, navigate and identify exact resource toresolve customer issues/complaints through independent or collaborative teamwork while meeting established deadlines. * Maintain knowledge of new and existing products and resources by participating in physical or virtual trainings, reviewing online catalogs and websites. * Track and monitor all CCR activities: including emails, calls, chats and qualified lead generation to measure individual and team productivity and efficiencies. Will also be responsible for reporting metrics to Sr Leadership * Work with team members and subject matter experts to capture and translate product, operational and technical information into content that drives action and positive engagement. * Generate Disengaged Accounts report and distribute to applicable Sales and/or CCR for follow-up. * Performs follow-up activities with customers with a feedback rating of 2 or less. * Other duties as assigned.

Carrier Enterprise (CE) is a subsidiary of the largest independent HVAC/R distribution company in the world, Watsco, Inc. At CE we proudly distribute industry leading brands such as Carrier, Bryant, Payne, GREE and other brands of HVAC and Refrigeration equipment, as well as a full-line of aftermarket parts, supplies and accessories. CE has approximately 200+ locations throughout 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada with over 2,000+ employees. Our vast footprint, inventory and e-Commerce platform allows us to provide our customers with best in class service when they need it and where they need it.

Carrier Enterprise is dedicated to providing Comfort Excellence to the HVAC/R industry. Our vision for Carrier Enterprise is simple...to become a world-class distribution company, and achieve differentiation through the relentless pursuit of service excellence. Our customers and our employees make the difference. We have vast opportunities at our stores, distribution centers, field offices, business units and Headquarter location. We embrace the diverse experiences, backgrounds, knowledge and ideas that make up our company culture. Those experiences only strengthen our teams and our business. From our retail locations to our e-Commerce and mobile platforms our team has the tools to help you grow your career at Carrier Enterprise. See where your drive will take you!

Find out more about CE at www.carrierenterprise.com.

Carrier Enterprise is an Equal Opportunity Employer. CE offers a competitive total pay (plus bonus on sales incentives) and benefits package inclusive of health, dental, vision, life insurance and 401(k).

* Bachelor's degree * At least 5 years of experience in a contact center environment supporting customers within the various digital and online channels. * Have at least 3 years of supervisory experience. * Strong interpersonal and presentation skills coupled with exceptional written and verbal communication skills. * Experience working with general contractors in a B2B environment is preferredbut not required. * Must possess proficiency in the use of digital applications such as CRM/Salesforce. * Ability to effectively manage team in a remote or office environment while demonstrating schedule flexibility to accommodate evolving business needs.

Keywords: Carrier Enterprise, Raleigh , Customer Care Manager, Other , Raleigh, North Carolina