Customer Service Associate
Job Number: 11859
External Description:
If you thrive in a fast-paced environment and are looking for an opportunity to develop your customer service career, then we have a great opportunity for you.
We are seeking a motivated, process-oriented individual in our Customer Care Center to support our customers via telephone and written communications.
Our channel includes end user-homeowners, installing and servicing contractors, distributor warranty administrators and 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.
Following training, you’ll work on a hybrid schedule consisting of 3 days in-office and 2 days remote.
Specific Responsibilities for this position include
- Provide exceptional customer support to homeowners.
- Handle escalated consumer cases.
- Manage all customer interactions via inbound phone, email, and written correspondence.
- Communicate with Distribution including Service Managers via telephone and e-mail to build strong business relationships; ensure a positive customer experience.
- Communicate customer facing issues to management and identify areas of opportunity.
- Collaborate with internal departments to resolve customer opportunities.
- Actively participate in departmental Carrier Excellence initiatives and team certifications.
- Ability to decide whether to provide minor financial assistance to customers.
Required Qualifications
- High School Diploma or GED.
- Minimum of 3 years of customer service experience in a call center or high-volume setting.
- Minimum of 3 years of experience using CRM (Customer Relationship Management) and phone systems; experience with a leading CRM platform.
Preferred Qualifications
- Associate’s degree.
- Ability to handle between 75-90 phone calls per day while maintaining a positive/responsive attitude with the customer.
- Working knowledge of Salesforce 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.
- Proficiency 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.
- Adaptability and flexibility to seasonality and changing business demands is critical. Scheduled shift assignments will include evening and weekend hours.
- Spanish or French language skills are a plus.
Job Number: 30220179
Community / Marketing Title: Customer Service Associate
Location_formattedLocationLong: New York, US