Customer Service Associate

Carrier • East Syracuse, NY

1d • $53,000 - $106,000 • Onsite

About The Position

Carrier has an exciting opportunity for a Customer Service Associate to support our customers via telephone and written customer service. Our B2B channel for our Commercial Global Accounts customers seeking after-market replacement components. The Customer Care Center is a high-volume, fast paced and metric driven call-center team atmosphere with high emphasis on customer satisfaction. Position works out of our East Syracuse, NY location.

Requirements

• Associates Degree
• 1+ years of customer service experience
• Excellent customer service skills
• Strong written and oral communication skills
• Proficient in MS Office (specifically Word, PowerPoint and Excel)
• Strong analytical skills, accuracy and attention to detail are necessary
• Strong customer focus and technical aptitude; sense of urgency; strong organizational skills
• Ability to handle multiple tasks; creative problem-solving skills
• Self-starter and well organized in order to multi-task and prioritize work with limited supervision
• Adaptability and flexibility to seasonality and changing business demands is critical

Nice To Haves

• Bachelor’s Degree
• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools; Salesforce experience is a plus
• Working knowledge of SAP, Salesforce, PIC and Windchill systems is desired
• A background in residential and commercial HVAC applications, products and systems is desired

Responsibilities

• Manage, triage and prioritize inbound requests
• Communicate with commercial global customers via e-mail to build strong business relationships and drive sales growth in the parts business for internal and external customer base
• Provide exceptional customer support to customers across the globe; as well as pre-delivery and post-sale customer service support including parts selection and ordering, pricing and availability
• Coordinate with Replacement Components' Sales and Operations groups to expedite international orders
• Inform global customers of Replacement Components' policies and programs while encouraging the utilization of such programs to drive sales growth
• Communicate customer facing issues to management and identify areas of opportunity
• Collaborate with internal departments to resolve customer disputes
• Provide phone support to different customer segments as needed

Benefits

• Health Care Benefits: Medical, Dental, Vision
• Wellness incentives
• Retirement Benefits
• Paid vacation days, up to 15 days
• Paid sick days, up to 5 days
• Paid personal leave, up to 5 days
• Paid holidays, up to 13 days
• Birth and adoption leave
• Parental leave
• Family and medical leave
• Bereavement leave
• Jury duty leave
• Military leave
• Purchased vacation
• Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Health Savings Account
• Health Care Spending Account
• Dependent Care Spending Account
• Tuition Assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree