Customer Service Call Center

Carrier Enterprise • Orlando, FL

11h

About The Position

Carrier Enterprise (CE) is a national distributor of residential and light commercial Heating, Ventilation and Air Conditioning (HVAC) products, parts and supplies through licensed HVAC/R dealers and contractors. CE operates primarily in the business-to-business environment where its products are sold through licensed HVAC dealers and HVAC contractors. These dealers are independent companies that sell, deliver and service Carrier, Bryant & Payne products to residences and businesses in their respective markets. CE offers customers a wide range of HVAC/R product lines, competitive pricing, best in class customer service and valuable, timesaving services that positions CE as an industry leader. With over 200+ locations, in 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada there is a location to service our customers HVAC/R needs

The Call Center Customer Service Representative is responsible for providing support for customers. They will utilize CE's digital platforms/resources to service customer needs via chat, emails, and online requests. The Call Center Customer Service Representative are also responsible for attending several trainings each year to understand the full menu of our service offerings, in order to provide our customers with exceptional service.

Requirements

• High School Diploma or equivalent with 2+ years of HVAC, Counter Sales or other related industry experience; or associate’s degree with 1+ year of HVAC, Counter Sales or other related industry experience.
• Experience preferably in a call center environment.
• Must have strong customer service soft skills
• Must be well organized, detail oriented and have good computer/data entry; should be proficient in MS Office applications (Word, Excel, Outlook).
• Must possess the ability to problem solve and multi-task

Responsibilities

• Input Customer orders: assist customers in making product selections by asking questions and actively listening to identify customer needs. Suggest alternate or substitute products based on availability.
• Research and source products for customers using a variety of tools, including point-of-sale computer system, catalogs, websites, cross-references and internal contacts.
• Follow up promptly on all customer requests for information, quotes, alternative parts and delivery dates. Proactively communicate with customers about any expected delays or issues with their order.
• Maintains knowledge of new and existing products and inventory by participating in training, reviewing catalogs, websites and internal resources
• Provide pre-order and post order support; order management from the point of entry to invoicing; and customer service in a call center environment working closely with vendors warehouses, credit and the sales department.
• Provide warranty support (to include but not limited to, entering claims, answering phones, faxes, and emails) to customers, store and sales staff in the Florida region
• Track and follow-up with customers, stores and sales staff on outstanding warranty issues and exceptions.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees