Customer Service Associate

Carrier • East Syracuse, NY

13d • $35,500 - $71,500

About The Position

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow on Carrier social media at @Carrier. If you thrive in a fast-paced environment and are looking for an opportunity to develop your customer service career, then we have a great opportunity for you. We are seeking a motivated, process-oriented individual in our Customer Care Center to support our customers via telephone and written communications. Our channel includes end user-homeowners, installing and servicing contractors, distributor warranty administrators and distributors seeking after-market replacement components. Our Call Center is a high-volume, fast paced and metric driven call-center team atmosphere with high emphasis on customer satisfaction. Specific Responsibilities for this position include Provide exceptional customer support to homeowners. Handle escalated consumer cases. Manage all customer interactions via inbound phone, email, and written correspondence. Communicate with Distribution including Service Managers via telephone and e-mail to build strong business relationships; ensure a positive customer experience. Communicate customer facing issues to management and identify areas of opportunity. Collaborate with internal departments to resolve customer opportunities. Actively participate in departmental Carrier Excellence initiatives and team certifications. Ability to decide whether to provide minor financial assistance to customers.

Requirements

• High School Diploma or GED.
• Minimum of 3 years of customer service experience in a call center or similar high-volume setting.
• Minimum of 3 years of experience using CRM (Customer Relationship Management) and phone systems; experience with a leading CRM platform.

Nice To Haves

• Associate’s degree.
• Ability to handle between 75-90 phone calls per day while maintaining a positive/responsive attitude with the customer.
• Working knowledge of Salesforce is desired.
• A background in Residential and Commercial HVAC applications, products and systems, and the ability to read basic technical drawings is desired.
• Excellent customer service skills.
• Strong written and oral communication skills.
• Proficient 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 one time.
• Creative problem-solving skills.
• Self-starter and well organized, able to multi-task and prioritize work.
• Adaptability and flexibility to seasonality and changing business demands is critical.
• Scheduled shift assignments will include evening and weekend hours.
• Spanish or French language skills are a plus.

Responsibilities

• Provide exceptional customer support to homeowners.
• Handle escalated consumer cases.
• Manage all customer interactions via inbound phone, email, and written correspondence.
• Communicate with Distribution including Service Managers via telephone and e-mail to build strong business relationships; ensure a positive customer experience.
• Communicate customer facing issues to management and identify areas of opportunity.
• Collaborate with internal departments to resolve customer opportunities.
• Actively participate in departmental Carrier Excellence initiatives and team certifications.
• Ability to decide whether to provide minor financial assistance to customers.

Benefits

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives
• Retirement Benefits
• Time off and Leave: 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
• Disability: Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax-Advantaged Accounts: 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: High school or GED