Customer Service Representative

Job Number: 2810

External Description:

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.

We have an exciting opportunity for a Customer Service Representative in our Customer Care Center, supporting our customers via telephone and written correspondence. Our B2B channel includes Commercial Contractors and Carrier Commercial Service (CCS) customers seeking after-market replacement components. The Customer Care Center is a high-volume, fast-paced, and metric-driven call-center team atmosphere with a high emphasis on customer satisfaction.

Job Responsibilities:

• Works under moderate supervision to provide satisfactory and quality customer service.
• Reviews customers' names, addresses, and billing information, product numbers, and specifications of items to be purchased, and ensures this information entered on order forms is accurate.
• Answers moderately complex customer inquiries on product availability, maintenance, and the status of orders.
• Resolve moderately complex customers' service or billing complaints.
• Maintains and audits records of customer interactions or transactions.
• Communicate with Commercial customers via telephone and e-mail to build strong business relationships and drive sales growth in the parts business for the Internal and External customer base.
• Provide exceptional customer support to Commercial customers, as well as pre-delivery and post-sale customer service support (including parts selection and ordering, pricing and availability, expediting delivery, and basic technical support).
• Primary support and backup for “CarrierRole” commercial cases.
• Resolve basic issues with suppliers, warehouses, and technical Engineering.
• Escalate customer-facing issues to senior CSRs and supervisors.

Required Qualifications:

• High School Diploma or GED
• 4+ years of experience in HVAC industry
• 2+ years of experience of call center tools such as Customer Relationship Management
• Experience in MS Office Suite

Preferred Qualifications:

• AA/AS degree or other 2-year post-high-school training with a minimum of 4 years relevant experience.
• Salesforce experience is a plus
• Excellent customer service skills
• Strong written and oral communication skills
• Strong analytical skills, accuracy, and attention to detail are necessary.
• Strong customer focus and technical aptitude; a 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
• Professional demeanor, courteous and respectful
• Adaptability and flexibility to seasonality and changing business demands is critical

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RSRCAR

Job Number: 30118512

Community / Marketing Title: Customer Service Representative

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