Customer Experience Supervisor

Position: Full-Time, benefits eligible position

Location: Richmond, VA

At Carrier Enterprise (CE), we proudly distribute industry leading Carrier, Bryant, Payne and other brands of HVAC and Refrigeration equipment, as well as a full line of aftermarket parts, supplies, and accessories. As a joint venture between Watsco and Carrier, we are part of one of the largest HVAC Distribution Network in North America. CE has approximately 200 locations throughout 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada. We strive to deliver the best products with best-in-class customer service.

Mission:At CE, our associates create an exceptional customer experience by providing innovative solutions to propel business forward. We accomplish this by exemplifying our core values…safety, integrity, teamwork, innovation, service-minded, and community oriented.

The Customer Experience Supervisor will be a coaching-focused, high-energy leader responsible for the growth and development of the Customer Care team, in addition to serving as a subject matter expert for the Customer Experience department. This role reports to the Regional Director of Customer Experience.

This team supports the various HVAC sales channels across the Region by providing exceptional customer care, as well as selling products and/or services via the telephone or online. This individual will work closely with Sales, Product Management, Planning, Operations and Finance to champion a collaborative and results-driven team culture.

Key Responsibilities:

• Responsible for managing the Customer Care Specialists who field inbound customer phone calls and Salesforce cases related to price, availability, quote/order processing and support needs.
• Adhere to posted A7 Principles and ensure 100% Customer Satisfaction in each transaction.
• Review and report Customer Experience Metrics

• Abandon Rate
• Service Level
• Open Orders

• Inbound Customer Care Center phone traffic

• Establish team phone schedule and monitor adherence
• Perform phone and case management audits

• Facilitate New Hire and refresher training
• Maximize sales potential through ongoing dialogue and maintaining customer relationships.
• Create and maintain Customer Experience Job Aids and SOPs
• Research customer accounts through business intelligence tools to identify growth opportunities.
• Develop and maintain detailed, comprehensive Salesforce CRM data including:

• Customer contacts
• Detailed customer engagements and opportunities
• Customer-facing activities
• Case Management

• Provide superior customer service to external and internal customers:

• Assist with the maintenance and follow-up of open customer orders/sales support.
• Provide technical post-sale support to the sales organization, including monitoring shipping, delivery and return status, as required.
• Handle incoming customer requests for orders and product information (equipment specifications and applications).
• Work with customers, sales, and internal/external suppliers to resolve issues as they arise.
• Work with Warranty Team to support customer claims and questions as needed.
• Support add-on sales opportunities when receiving and processing customer orders.

• Drive technology and tool adoption within customer groups and sales channels to utilize:

• WATSCO Ventures technology suite- Easy Stock, On Call Air, Housecall Pro, Credit for Comfort
• Utilize eComm tools- Website and Mobile App
• Utilize Contractor Assist - Pick-up Express

• Additional duties as assigned by manager

Skills:

• Demonstrated performance history and knowledge of the HVAC industry.
• Highly motivated self-starter, able to work with minimal direction required from management.
• High sense of urgency, team-oriented, and strong interpersonal skills.
• PC and common software literacy required.
• Must possess desire to succeed and learn for future growth and development.
• Excellent customer relations and customer service skills.
• Ability to actively problem-solve and innovate when information not readily available.
• Have the ability to work in a fast paced environment and possess excellent organizational skills.
• Exceptional written and verbal communications skills, complete with ability to follow through.

Requirements:

• Salesforce CRM
• NxTrend ERP
• Fuze VOIP system
• Associate's degree or higher-level required.
• Minimum 5-years of experience or greater within the HVAC industry, wholesale distribution sales, or other similar service-related experience.
• Excellent customer service skills, verbal and written skills, organizational skills.
• Must be able to obtain and maintain a valid Driver's License.
• Must be available 2 weekends during the fall for Annual Inventory.
• Ability to work effectively in both remote and in-office environments.

Learn more about our company and team at www.carrierenterprise.com and www.watsco.com

Carrier Enterprise offers a competitive total pay and benefit package including options for healthcare, dental care, 401k, paid time off, paid holidays and more.

All applicants applying for employment must be authorized to work in the United States.

Carrier Enterprise is an Equal Opportunity Employer.