Job description
Date Posted:
2023-04-04
Country:
United States of America
Location:
CAN01: Carrier-Syracuse, NY 6304 Thompson Rd, Syracuse, NY, 13221 USA
Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.
About this role:
We have an exciting opportunity for a Customer Service Representative in our Customer Care Center. You must be a motivated, process-oriented individual in order to be a part of our Customer Care Center to support our customers via telephone and written communications. Our channel includes distributors seeking after-market replacement components. Our Call Center is a high-volume, fast paced and metric driven call-center team atmosphere with high emphasis on customer satisfaction and first call resolution.
Key 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
- Actively participate in departmental ACE initiatives
- Ability to manage multiple reports and combine data from multiple sources
- Ability to work on a rotating on-call schedule
Basic Qualifications:
- 2+ years of call center, customer service or IT experience
- Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)
- Ability to handle between 75-90 phone calls/cases per day while maintaining a positive/responsive attitude with the customer
Preferred Qualifications:
- Working knowledge of C10, Salesforce, EPIC and Windchill systems 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
- Must be professional, courteous and respectful towards customers and co-workers
- Adaptability and flexibility to seasonality and changing business demands is critical.
- Normal working schedule is between the hours of 8:00 am 6:00 pm, Monday through Friday.
- Minimal travel required (approximately 10%)
- Spanish language skills are a plus
#LI-Oniste
RSRCAR
Carrier is An Equal
Opportunity/Affirmative
Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
Job Applicant's Privacy Notice:
Click on this link to read the Job Applicant's Privacy Notice
This position may not be performed remotely in Westchester County, Ithaca or New York City at this time.
COVID-19 vaccines are required for all newly hired Carrier U.S. Salaried employee, except as prohibited by law. Candidates residing in or for positions located in any of the following jurisdictions are not subject to this requirement: Alabama, Arkansas, Florida, Kansas, Indiana, Iowa, Mississippi, Montana, Nebraska, North Dakota, Tennessee, Texas, Utah, and West Virginia.
If you have questions about applicability of this requirement to you, please contact Global People Services at: +1-833-819-1257
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