Customer Service Associate

Carrier•East Syracuse, NY

18h•$35,500 - $71,500•Onsite

About The Position

Carrier Global Corporation is a global leader in intelligent climate and energy solutions, committed to creating innovations that bring comfort, safety, and sustainability to life. Through advancements in climate solutions like temperature control, air quality, and transportation, Carrier aims to improve lives, empower industries, and ensure safe transport of goods. The company, which invented modern air conditioning in 1902, leads with a purpose to enhance lives and the world. Carrier is seeking a motivated, process-oriented individual for its Customer Care Center to support customers via telephone and written communications. The customer base includes end-user homeowners, installing and servicing contractors, distributor warranty administrators, and distributors seeking after-market replacement components. The Call Center operates in a high-volume, fast-paced, and metric-driven team atmosphere with a strong emphasis on customer satisfaction.

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.
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.