Customer Care Associate
Job Number: 11560
External Description:
About this role
Carrier Commercial Services is hiring a Customer Care Associate who will support service agreement renewals and customer retention strategies. Carrier strives for 100% customer retention! The focus of this role is to interact with customers in face-to-face meetings to ensure alignment between customer needs and service agreement deliverables. Establishes and maintains long-term trust relationship with assigned accounts and ensures a very high degree of customer satisfaction.
This role is a great fit for someone who excels at building relationships, has outstanding customer service and enjoys working with cross-functional teams. This is the ideal role for those that are adept at assessing and understanding both the immediate and future needs of customers.
This is a hybrid role (2 days in office and 3 days at home per week) for someone that lives close to our offices in Charlotte, NC.
Key Responsibilities
Maintain and develop relationships with contract customers on a semi-annual basis
Support Commercial Service Agreement escalations
Partner with operations teams to build out Service Agreement customer strategies with Service Contract Specialist
Attend to customer needs and requests, serve as liaison between Sales and Operations teams
Ensure Service Agreements are renewed on time
Track action items to completion, ensuring customer satisfaction
Work with the Sales and Operations leadership to renew the service agreements at profitable margins
Seek out potential sales opportunities i.e. Customer's budgeted upgrades/expansions, and forward opportunities to Sales Leader for assignment
Reach out existing chiller customer base to seek out end user information or Digital service agreements
Basic Qualifications
High School Diploma or GED
2+ years' experience within the HVAC or services industry
Preferred Qualifications
Bachelor’s degree
Knowledge of the HVAC industry, market and key market participants
Ability to work in a highly team-oriented and dynamic environment
Presentation skills to develop expectations and relationships with internal/external customers
Self-motivated and able to manage many simultaneous actions and requests
Comfortable operating in a technical environment
Utilize Microsoft based computer software and Salesforce
Goal-orientated with strong time management and organizational skill
Additional information
Must have unrestricted authorization to work in the USA.
No visa sponsoring available
Job Number: 30213905
Community / Marketing Title: Customer Care Associate
Location_formattedLocationLong: North Carolina, US