Customer Service Representative

Carrier•East Syracuse, NY

8d•Onsite

About The Position

The Customer Care Center is the first line of customer communication for incoming calls on the 1-800-Carrier line, serving North America, including Canada. The customer base consists of end users of Carrier brand HVAC equipment (residential homeowners). The role also assists Carrier brand dealers with obtaining parts or technical support. Training for this role is 2-3 weeks long and takes place on site, with half the time dedicated to classroom training and the second half to hands-on system practice.

Requirements

High school diploma or GED
6+ months experience handling inbound calls in a call center environment

Nice To Haves

Bachelor’s Degree
Sales Force experience
Ability to meet standardized call center metrics
Be dependable
Show up to work on time and completing each shift
Maintain assigned break and lunch schedules
Above average verbal and written communication skills

Responsibilities

Works under immediate supervision to provide satisfactory and quality customer service.
Assists with answering basic customer inquiries on product availability, maintenance, and the status of orders.
Assists with resolving basic customers' service or billing complaints.
Assists with keeping records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Dealer referrals—getting them connected with a dealer that can provide sales or service.
Provide customers with warranty information.
Product comparison.
Act as a switchboard for the company- using a database to refer customers to the appropriate department.