Job Description

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

POSITION SUMMARY:

The Customer Care Contact Center Manager is responsible for driving the evolution and performance of the Customer Care strategy. This role leverages technology, analytics, and team leadership to deliver exceptional customer experiences while maintaining operational efficiency. The manager monitors KPIs for satisfaction, responsiveness, and quality, identifying opportunities for innovation and scalability to achieve set service and business goals.

ESSENTIAL FUNCTIONS

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

• Adheres to a culture of continuous improvement focused on the customer experience and brand loyalty
• Implement and optimize advanced contact center technologies, including AI, chatbots, and omnichannel solutions, to improve responsiveness and efficiency.
• Reviews and analyzes business data to identify trends and recommends solutions to improve the overall performance of the Customer Care Center team.
• Develops Customer Care Center workforce and capacity requirements, to ensure staffing is optimized across peak / high demand periods.
• Collaboratively works various cross-functional teams to provide a positive, consistent customer experience in each interaction.
• Collaboratively works with internal and external stakeholders on key initiatives as identified by their manager.
• Analyzes existing customer care processes and procedures for improvement opportunities and standard documentation.
• Develops, motivates, and coaches Customer Care Center staff to ensure effective Customer Care Center operations.
• Ensures adherence to company and departmental policies, procedures, and practices.
• Establishes, monitors, and analyzes key performance indicators (KPIs) and associated drivers for customer satisfaction, efficiency, effectiveness, and makes necessary adjustments to processes, staff performance, and staffing levels.
• Receives and responds to escalated, complex customer issues and complaints.

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

• Willing to travel up to 20% to for various Company meetings and training both domestically and possibly internationally.
• Perform other duties as assigned.

QUALIFICATIONS:

• Bachelor’s degree in business or related discipline, MBA preferred.
• Minimum of 5 years in customer service or contact center management; experience with digital transformation in service operations is a plus.
• Ability to manage in a dynamic environment with minimal supervision.
• Works collaboratively with peers in cross-functional teams.
• Ability to lead, coach, and develop effective staff.
• Must be highly organized with a high level of attention to detail.
• Strong data analytics and decision-making skills to improve customer outcomes.
• Demonstrated initiative, flexibility, and ability to drive change.
• Strong customer focus orientation and interpersonal skills.
• Excellent English written and verbal communication skills; Spanish is a plus.
• Proficiency in Microsoft Office, call center workforce management, telephone applications and CRM systems.
• Team player demonstrating METUS core values including a desire to win together, deliver excellence, drive sustainability, focus on execution and learn continuously.

The base pay range for this position at commencement of employment is expected to be between $104,000 and $143,000 per year, 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 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 [email protected] or by calling 714.229.3813.

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