Customer Service Associate

Job Number: 10968

External Description:

About This Role

Carrier has an exciting opportunity for a Customer Service Associate to support our customers via telephone and written customer service.  Our B2B channel for our Commercial Global Accounts customers seeking after-market replacement components. The Customer Care Center is a high-volume, fast paced and metric driven call-center team atmosphere with high emphasis on customer satisfaction.

Position works out of our East Syracuse, NY location.

 ABOUT THIS ROLE

●      Manage, triage and prioritize inbound requests

●      Communicate with commercial global customers via e-mail to build strong business relationships and drive sales growth in the parts business for internal and external customer base

●      Provide exceptional customer support to customers across the globe; as well as pre-delivery and post-sale customer service support including parts selection and ordering, pricing and availability

●      Coordinate with Replacement Components' Sales and Operations groups to expedite international orders

●      Inform global customers of Replacement Components' policies and programs while encouraging the utilization of such programs to drive sales growth

●      Communicate customer facing issues to management and identify areas of opportunity

●      Collaborate with internal departments to resolve customer disputes

●      Provide phone support to different customer segments as needed

Required Qualifications

●      Associates Degree

●      1+ years of customer service experience

Preferred Qualifications

●      Bachelor’s Degree

●      Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools; Salesforce experience is a plus

●      Working knowledge of SAP, Salesforce, PIC and Windchill systems is desired

●      A background in residential and commercial HVAC applications, products and systems is desired

●      Excellent customer service skills

●      Strong written and oral communication skills

●      Proficient in MS Office (specifically Word, PowerPoint and Excel)

●      Strong analytical skills, accuracy and attention to detail are necessary

●      Strong customer focus and technical aptitude; sense of urgency; strong organizational skills

●      Ability to handle multiple tasks; creative problem-solving skills

●      Self-starter and well organized in order to multi-task and prioritize work with limited supervision

●      Adaptability and flexibility to seasonality and changing business demands is critical

●      Minimal travel required: approximately 10 percent

Job Number: 30212365

Community / Marketing Title: Customer Service Associate

Location_formattedLocationLong: New York, US