Senior Manager, Customer Service

Customer Service Senior Manager

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

We are seeking a highly experienced and motivated Customer Service Senior Manager to support our commercial HVAC service business. This role is critical in ensuring customer satisfaction by managing escalations across all aspects of service, including general service issues and parts-related concerns. The ideal candidate will possess strong leadership skills, a deep understanding of HVAC systems, and a proven track record in customer service management.

Key responsibilities include:

• Manage and resolve customer service escalations related to commercial HVAC services.
• Oversee parts-related escalations and ensure timely resolution to maintain service efficiency.
• Collaborate with service teams to identify and address recurring issues.
• Develop and implement strategies to improve customer satisfaction and service delivery.
• Act as a liaison between customers and internal departments to facilitate effective communication.
• Monitor service performance metrics and provide regular reports to senior leadership.
• Train and mentor customer service staff to handle escalations effectively.
• Ensure compliance with company policies and industry regulations.

Required qualifications:

• Bachelor's degree
• 7 years of experience in customer service management

Preferred qualifications:

• Strong knowledge of commercial HVAC systems and service operations.
• Excellent problem-solving and conflict resolution skills.
• Outstanding communication and interpersonal abilities.
• Proven leadership and team management experience.
• Ability to work under pressure and manage multiple priorities.

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a disability and protected veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.