Customer Engagement Advocate

Carrier Enterprise•Carrollton, TX

4h•Hybrid

About The Position

Carrier Enterprise (CE) is a national distributor of residential and light commercial Heating, Ventilation and Air Conditioning (HVAC) products, parts and supplies through licensed HVAC/R dealers and contractors. CE operates primarily in the business-to-business environment where its products are sold through licensed HVAC dealers and HVAC contractors. These dealers are independent companies that sell, deliver and service Carrier, Bryant & Payne products to residences and businesses in their respective markets. CE offers customers a wide range of HVAC/R product lines, competitive pricing, best in class customer service and valuable, timesaving services that positions CE as an industry leader. With over 200+ locations, in 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada there is a location to service our customers HVAC/R needs. The Customer Engagement Advocate is a key member of the company's growth initiative to enhance CE’s Customer Experience. Reporting to the Customer Engagement Manager, this position will provide support for customers utilizing our digital platforms/resources. In this role, the right candidate will have a sales/service minded attitude interacting with a high volume of customers via chat, emails, and online requests. All our Customer Care Representatives are trained to understand the full menu of our service offerings, and to provide our customers with exceptional service.

Requirements

A minimum of 1 year of experience in a customer support role such as outbound calling, call center, various online channels, etc.
Must be well organized, detail oriented and multi-task, as you must switch between multiple systems.
Must have experience, preferably in a high-volume fast paced Customer Service and sales environment with tech-savviness.
Must possess proficiency in the use of digital applications such as CRM/Salesforce.
Must have a strong work ethic, high energy, enthusiasm, and a desire to succeed and learn for future growth and development opportunities.
Must be a team player, articulate and possess excellent verbal and written communication skills.
Ability to thrive in a remote or office environment while demonstrating schedule flexibility to accommodate evolving business needs.

Responsibilities

Daily interaction with our customers in a friendly, courteous, efficient and professional manner.
Communicate effectively with a sense of urgency with customers through the various digital and online channels, including email, eCommerce and chat.
Ability to multi-task while providing a high level of customer service.
Chat Agents take up to 3 chats at a time simultaneously.
Demonstrates active listening skills, builds customer confidence while being committed to enhancing customer satisfaction.
Must be able to sort through complex issues independently and make difficult decisions with confidence.
Individual must make timely decisions and exercise sound judgement based on facts while meeting established deadlines.
Ability to research, navigate and identify exact resource to resolve customer issues/complaints through independent or collaborative teamwork.
Maintain knowledge of new and existing products by participating in physical or virtual trainings, reviewing online catalogs and websites.
Participate as required in inventory planning/tracking initiatives to support inventory needs by reviewing and communicating regional backorder patterns to planners.
Ability to process orders, forms, applications and recommend product accessories.
Simultaneously document customer interactions, transactions, comments and complaints using provided CRM/Salesforce during customer engagement.
Communicating and coordinating with colleagues as necessary to ensure customer satisfaction.
Facilitate product, system and procedural training to new hire employees.