Customer Engagement Advocate

Carrier Enterprise•Carrollton, TX

About The Position

Carrier Enterprise (CE) is a national distributor of residential and light commercial HVAC products, parts, and supplies to licensed HVAC/R dealers and contractors. The Customer Engagement Advocate supports the company’s customer-experience growth initiative and reports to the Customer Engagement Manager. The role assists customers using CE’s digital platforms and resources, engaging with a high volume of customers through chat, email, eCommerce, and other online requests. The advocate is expected to provide professional, efficient service and understand the company’s service offerings. The position involves resolving customer questions and complaints, processing orders and forms, recommending product accessories, and documenting interactions in CRM/Salesforce. It also supports inventory planning by identifying and communicating regional backorder patterns, maintains product knowledge through training and reference materials, coordinates with colleagues, and helps train new employees. The posting states that both full-time and part-time positions are available. The role may be performed remotely or in an office environment, with schedule flexibility to accommodate business needs.

Requirements

At least one year of experience in a customer support role, such as outbound calling, call center work, or support through online channels.
Strong organization, attention to detail, and ability to multitask while switching between multiple systems.
Experience in a customer service and sales environment; experience in a high-volume, fast-paced environment and technical proficiency are preferred in the posting.
Proficiency with digital applications such as CRM/Salesforce.
Strong work ethic, high energy, enthusiasm, and desire to succeed and learn for future growth and development.
Team-oriented, articulate, and excellent verbal and written communication skills.
Ability to work effectively in a remote or office environment and demonstrate schedule flexibility to accommodate changing business needs.

Responsibilities

Interact with customers daily in a friendly, courteous, efficient, and professional manner.
Communicate with customers promptly through digital and online channels, including email, eCommerce, and chat.
Manage multiple tasks and, for chat agents, handle up to three chats simultaneously while maintaining a high level of customer service.
Use active listening to build customer confidence and enhance customer satisfaction.
Independently assess complex issues and make timely, fact-based decisions using sound judgment.
Research and identify the appropriate resources to resolve customer issues and complaints, independently or in collaboration with a team.
Maintain knowledge of new and existing products by attending physical or virtual trainings and reviewing online catalogs and websites.
Participate in inventory planning and tracking initiatives, including reviewing and communicating regional backorder patterns to planners.
Process orders, forms, and applications, and recommend product accessories.
Document customer interactions, transactions, comments, and complaints in the provided CRM/Salesforce system during customer engagements.
Coordinate with colleagues as necessary to ensure customer satisfaction.
Facilitate product, system, and procedural training for new-hire employees.