Sr Tech, Customer Service

Carrier • East Syracuse, NY

9d • $43,500 - $87,500

About The Position

This position is for a senior Customer Service technician who is under general supervision. Responsible for answering basic customer inquires on product availability, maintenance, and the status of orders and maintaining records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. May assist in orienting, training and assigning the work of technical/business support employees.

Requirements

• High School diploma or GED
• 2+ years’ experience in call center or customer accounts.

Nice To Haves

• Working knowledge of SAP, Salesforce, and PIC systems is desired.
• A background in Residential and Commercial HVAC applications, products and systems, and the ability to read basic technical drawings is desired
• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)

Responsibilities

• Provide exceptional customer support to distributor (including parts selection and ordering, pricing and availability, expediting delivery, dispute resolution and limited technical support)
• Provide superior follow up to distributors and sales managers
• Manage all account interactions via inbound phone, online chat, and email.
• Communicate with Distribution including Service Managers and Parts counter personnel via telephone, online chat and e-mail to build strong business relationships; ensure a positive customer experience
• Collaborate with internal departments to resolve customer opportunities
• Ability to manage multiple reports and combine data from multiple sources
• Ability to work on a rotating on-call schedule

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: Senior
• Education Level: High school or GED