Customer Service Representative (Tier 1)

Wilson•Lewisburg, TN

7d•Onsite

About The Position

Our multinational manufacturing client is seeking a customer-focused and highly organized Tier 1 Customer Service Representative to join Carrier's ICP Family of Brands Customer Service team. This team supports distributors across North America, including Canada, by providing exceptional service and resolving customer inquiries efficiently. In this high-volume call center environment, you will serve as the first point of contact for customers, handling inbound calls, emails, order inquiries, product support requests, claims, invoicing questions, and dealer referrals. The ideal candidate thrives in a fast-paced environment, enjoys helping customers, and can manage multiple priorities while maintaining accuracy and professionalism.

Requirements

High School Diploma or GED.
Excellent customer service and communication skills.
Strong verbal and written communication abilities.
Ability to type 60+ words per minute (WPM).
Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
Strong organizational and time management skills.
Ability to work independently in a fast-paced environment.
Strong problem-solving and decision-making skills.
High level of initiative, accountability, and attention to detail.

Nice To Haves

Associate Degree (AA, AS, or equivalent post-secondary education).
Minimum 2 years of customer service or call center experience.
Experience with SAP, Salesforce, or similar CRM/customer service platforms.
Experience handling high-volume calls and data entry.

Responsibilities

Answer high volumes of incoming customer calls and emails (up to 50 calls per day).
Provide information regarding orders, products, parts, equipment, claims, and invoicing.
Assist customers with dealer referrals and distributor information.
Triage customer inquiries and determine whether issues can be resolved at Tier 1 or require escalation to Tier 2 Support.
Route calls and requests to the appropriate departments and resources.
Accurately document customer interactions and maintain detailed records in company systems.
Enter and process customer orders and transactions with a high degree of accuracy.
Resolve customer concerns by identifying solutions and following up to ensure satisfactory resolution.
Meet service level expectations, call handling metrics, and customer satisfaction goals.
Follow established communication procedures, guidelines, and company policies.
Build positive customer relationships through professional and courteous service.