Team Lead, Technical Customer Care - Req 814

Mitsubishi Electric Trane HVAC US LLC is looking for a Team Lead, Technical Customer Care in Suwanee, GA.

Hours for this role: 10:00AM - 7:00PM

POSITION SUMMARY:

The Technical Customer CareTeam Lead is responsible for handling multi-channel inbound customer inquiries and fulfilling customer needs to ensure satisfaction. This role is responsible for leading a team of trained product experts who provide our customers with a delightful, frictionless experience. This role is responsible for working collaboratively with team members and customers alike. The Team Lead also partnerships and collaborates with other departments to improve the advisor and customer experience.

The essential functions of the position include, but are not limited to the following:

• Continually expand and improve the resources available to the team
• Act as a subject matter expert for team; assist with system issues, work processes and procedures
• Facilitation of new hire and continuing education for team members
• Serve as a point of escalation for critical customer issues
• Assist with call quality evaluations and review with advisors as needed
• Monitor phone queue and email functional accounts to ensure advisors are responding & resolving issues in a timely manner.
• Live listen and monitor advisor’s calls as needed
• Develop short and long-term objectives and methods to support customer needs
• Support Supervisors with daily operations and other administrative tasks
• Support continuous improvement objectives (i.e., MDI, projects, etc.)

The non-essential functions of the position include, but are not limited to the following:

• Demonstrate a strong bias for action in identifying areas to improve processes
• Identify trends, determine root causes, and assist with development of countermeasures
• Other tasks and projects as determined by management

Education/Experience/Training:

• Minimum of two years of customer service experience in a technical environment (HVAC preferred)
• Advanced knowledge and understanding of METUS products and controls solutions
• Exemplary written, oral communication skills and exceptional relationship-building skills
• Advanced proficiency with creating content and facilitating presentations
• Ability to train team members and customers through consultative customer support
• Strong teamwork skills with the ability to establish and maintain positive and effective working relationships
• Proven ability to motivate, inspire, and lead others in an ever-changing business environment
• Proficient user of Microsoft Office.

The base pay range for this position at commencement of employment is expected to be between $25.00 and $34.38/hour however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.

The total compensation package for this position may also include other elements, including target bonus plans and discretionary awards. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan, as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents. Employees will also receive 80 hours of vacation per year, 56 hours of paid sick leave annually, and 13 paid holidays throughout the calendar year, depending on hire date. Employees may also take up to 12 weeks of paid or unpaid [parental/disability/emergency/etc.] leave, if eligible.

ABOUT MITSUBISHI ELECTRIC TRANE HVAC US

Formed in 2018, Mitsubishi Electric Trane HVAC US (METUS) is a leading provider of ductless and VRF systems in the United States and Latin America. A 50 percent – 50 percent joint venture between Ingersoll Rand plc and Mitsubishi Electric US, Inc., the company provides innovative products, systems and solutions capable of cooling and heating any application from a home to a large commercial building. METUS is a leading marketer of Zoned Comfort Solutions® and Variable Refrigerant Flow (VRF) air-conditioning and heating technology. Systems sold by the joint venture include a wide variety of technologically advanced products designed to deliver superior efficiency, comfort and control.

The family of brands supported by METUS includes: Mitsubishi Electric Cooling & Heating, Trane® / Mitsubishi Electric and American Standard® Heating & Air Conditioning Mitsubishi Electric. More information is available at www.metahvac.com . We offer an excellent compensation and benefits package including 401(K).

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. We are an equal employment opportunity employer. All employment decisions are made without regard to race, color, religion, sex, pregnancy, breastfeeding or related medical condition, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity, gender expression, domestic partnership, physical disability, mental disability, medical condition, genetic characteristic or information, military or veteran status or other legally protected status (except when one of these criteria is a legally permissible bona fide occupational qualification). The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the Company, or (c) consistent with the Company’s legal duty to furnish information.

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Applicants with a disability who need assistance with the application process may contact Human Resources by email at employment@meus.mea.com or by calling 714.229.3813.