Customer Care Associate / Un(e) associé(e) au service a la clientèle

Carrier•Mississauga, ON

5d•Hybrid

About The Position

Carrier Commercial Services is hiring a Customer Care Associate who strives for 100% customer retention. Interact with customers in face-to-face meetings to ensure alignment between customer needs and service agreement deliverables. Establishes and maintains long-term trust relationship with assigned accounts and ensures a very high degree of customer satisfaction. The Customer Care Associate is expected to be the point of contact for all customer issues. Identifies and coordinates efforts between sales and operations to resolve customer issues. Evaluates and identifies specific positive and negative processes to improve satisfaction and reduce customer problems. Promotes the use of additional services and products and provides sales leads. This role is a great fit for someone who excels at building relationships, who has outstanding customer service and is passionate about working with cross-functional teams. This is the ideal role for those that are adept at assessing and understanding both the immediate and future needs of customers. The Customer Care Associate will be working hybrid (2 days in office and 3 days at home per week) in the Mississauga office for Carrier Commercial Services.

Requirements

High School Diploma or GED
Bilingual English and French
2+ years' experience within the HVAC or Services industry
Must have unrestricted authorization to work in Canada.
No visa sponsoring available

Nice To Haves

Bachelor’s degree
HVAC experience in customer support
Ability to work in a highly team-oriented and dynamic environment
Presentation skills in French and English
Effectively develop expectations and relationships with internal and external customers
Self-motivated and able to manage many simultaneous actions and requests
Comfortable operating in a technical environment utilizing Microsoft based computer software and CRM (Salesforce)
Goal-orientated with strong time management and organizational skills

Responsibilities

Maintain and develop relationships with contract customers (face-to-face and virtual)
Support Commercial Service Agreement escalations
Partner with Service Contract Specialist /Operations teams to build out Service Agreement customer strategies
Attend to customer needs and requests, serve as liaison between Sales and Operations teams
Ensure Service Agreements are renewed on time with current customer purchase order
Track action items to completion, ensuring customer satisfaction
Work with the Sales/Operations leadership to renew the service agreements at profitable margins
Seek out potential sales opportunities i.e. Customer's budgeted upgrades/expansions and forward opportunities to Sales Leader for assignment
Reach out existing chiller customer base to seek out end user information or Digital service agreements