Customer Service Associate

Carrier•East Syracuse, NY

9d•$35,500 - $71,500•Hybrid

About The Position

Carrier is seeking a motivated, process-oriented Customer Service Associate to support customers through telephone and written communications in its Customer Care Center. The customer groups include homeowners, installing and servicing contractors, distributor warranty administrators, and distributors seeking after-market replacement components. The role is part of a high-volume, fast-paced, metric-driven call-center team with a strong emphasis on customer satisfaction. Following training, the schedule is hybrid, with three days in the office and two days remote.

Requirements

High school diploma or GED.
At least 3 years of customer service experience in a call center or high-volume setting.
At least 3 years of experience using CRM and phone systems, including experience with a leading CRM platform.
Adaptability and flexibility to seasonality and changing business demands; scheduled shift assignments include evening and weekend hours.

Nice To Haves

Associate degree.
Ability to handle 75–90 phone calls per day while maintaining a positive and responsive attitude with customers.
Working knowledge of Salesforce.
Background in residential and commercial HVAC applications, products, and systems, and ability to read basic technical drawings.
Excellent customer service skills.
Strong written and oral communication skills.
Proficiency in MS Office, specifically Word and Excel.
Strong analytical skills, accuracy, and attention to detail.
Sense of urgency, strong organizational skills, and ability to handle multiple tasks at once.
Creative problem-solving skills.
Self-starter who is well organized and able to multitask and prioritize work.
Spanish or French language skills.

Responsibilities

Provide exceptional customer support to homeowners.
Handle escalated consumer cases.
Manage customer interactions through inbound phone calls, email, and written correspondence.
Communicate by telephone and email with Distribution, including Service Managers, to build business relationships and ensure a positive customer experience.
Communicate customer-facing issues to management and identify areas of opportunity.
Collaborate with internal departments to resolve customer opportunities.
Participate in departmental Carrier Excellence initiatives and team certifications.
Decide whether to provide minor financial assistance to customers.

Benefits

Medical, dental, and vision coverage.
Wellness incentives.
Retirement benefits.
Paid vacation, sick days, personal leave, and holidays.
Birth and adoption leave, parental leave, family and medical leave, bereavement leave, jury duty leave, and military leave.
Option to purchase vacation.
Short-term and long-term disability.
Life insurance and accidental death and dismemberment coverage.
Health Savings Account, Health Care Spending Account, and Dependent Care Spending Account.
Tuition assistance.
Position may be eligible for short-term cash incentives, subject to plan requirements.