Introduction to Carrier
Imagine being part of a team that's making a tangible difference in the lives of people around the world. At Carrier, we're dedicated to providing healthy, safe, and sustainable building and cold chain solutions that make modern life possible. As a leading global provider, we're committed to delivering safer, smarter, and more sustainable services that revolutionize industry trends. Our diverse workforce is passionate about making a difference, and we're looking for like-minded individuals to join our team.
About the Role
We have an exciting opportunity for a Senior Customer Service Associate - Commercial Support to join our Customer Care Center team. As a key member of our commercial support team, you'll be responsible for providing exceptional customer service to our VIP customers via telephone and written communication. Our B2B channel includes Data Centers, Commercial Contractors, National Accounts, and Carrier Commercial Service (CCS) customers seeking after-market replacement components. If you're passionate about delivering exceptional customer experiences and have a strong technical aptitude, we want to hear from you.
Key Responsibilities
- Service VIP high-profile customers via telephone and email, ensuring SLA expectations are achieved and exceptional quality services are delivered to the customer.
- Provide exceptional customer support to VIP customers, as well as pre-delivery and post-sale customer service support, including parts selection, ordering, expediting, pricing, and availability.
- Adapt to a fast-paced, metric-driven call center team atmosphere with a scheduled rotation, including 1st, 2nd, and 3rd shifts, and weekends, depending on business demands.
- Provide primary support and backup for commercial cases received, working closely with internal teams to resolve complex issues.
- Escalate customer-facing issues to management, identify trends, areas for improvement, and opportunities for optimization to enhance client satisfaction and operational efficiency.
- Build strong business relationships and drive market growth in the commercial business sector, working with diverse, cross-functional project teams to achieve high levels of performance in a dynamic, changing environment.
Qualifications
Essential Qualifications
- High School Diploma or GED
- 3+ years of experience in a customer service role, with a strong emphasis on delivering exceptional client support
- 3+ years of using a range of software applications and tools, including but not limited to Outlook, Microsoft Office, and other industry-specific platforms
Preferred Qualifications
- Self-starter with strong organizational skills, able to multi-task and prioritize work
- Strong customer focus and technical aptitude, with a sense of urgency and strong organizational skills
- Basic knowledge of call center tools, such as CRM (Customer Relationship Management software) and phone tools, with Salesforce experience being a plus
- Working knowledge of SAP, Salesforce, PIC, and Windchill systems is desired
- Background in Residential, Light, and Heavy Commercial HVAC applications, products, and systems is desired
- Strong ability to work with diverse, cross-functional project teams to achieve high levels of performance in a dynamic, changing environment
- Meet customer experience quality metrics and actively participate in departmental Carrier Excellence initiatives
- Strong written and oral communication skills, with proficiency in MS Office (specifically Word, PowerPoint, and Excel)
- Strong analytical skills, accuracy, and attention to detail are necessary, with the ability to handle multiple tasks and creative problem-solving skills
What We Offer
At Carrier, we're committed to providing a competitive salary and comprehensive benefits package to our employees. Our pay range for this role is $61,213 - $107,122 annually, depending on experience. We also offer a range of perks and benefits, including:
- Flexible working hours and remote work options
- Opportunities for career growth and professional development
- A dynamic and supportive work environment
- Access to cutting-edge technology and tools
- A comprehensive benefits package, including health, dental, and vision insurance, 401(k) matching, and more
Our Culture
At Carrier, we're passionate about creating a work environment that's inclusive, supportive, and empowering. We believe in fostering a culture of diversity, equity, and inclusion, where everyone feels valued and respected. Our team is made up of talented individuals from diverse backgrounds, and we're committed to providing opportunities for growth and development to all our employees.
How to Apply
If you're excited about the opportunity to join our team and make a difference in the lives of our customers, we encourage you to apply. Don't worry if you don't meet every single requirement - we value a great attitude and a willingness to learn above all. Submit your application today and take the first step towards a rewarding and challenging career with Carrier.
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.
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