Tier 1 Customer Service Associate

Job Number: 3481

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.

About this role:

This position is for a Tier 1 Customer Service Associate who is under direct supervision. Responsible for resolving basic customers' service or billing complaints and obtaining customers' names, addresses, and billing information, product numbers, and specifications of items to be purchased. Applies basic skills in the execution of existing procedures.

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 Lewisburg, TN location.

This position will be responsible for assisting the customer utilizing email, phone and written communications.  The candidate will provide options and alternatives tailored to the customer’s situation where one can leverage leadership, decision-making, and technical aptitude skills. 

Key Responsibilities:

• Manage daily transactional processing in SAP in accordance with company policies.
• Managing large amounts of inbound calls in a timely manner
• Handle customer inquiries both over the phone and by email.
• Manage customer experience through Salesforce case resolution, email resolution, and daily report monitoring.
• Assist customers with questions and find alternate solutions to customer issues.
• Assist in special projects as needed.
• Order entry- processing customers’ orders in a timely manner.
• Use standard procedures to accomplish assigned tasks and goals.
• Candidate will be assisting all levels of Tier 2 while focusing on transactional excellence
• Ability to handle between 60 – 70 phone calls/cases per day while maintaining a positive attitude with the customer.

Basic Qualifications:

• High school diploma/GED
• 2+ years of customer service experience

Preferred Qualifications:

• Bachelor’s Degree
• Excellent customer service skills.
• Great active listening skills
• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred).
• Experience working in SAP & JD Edwards (C10)
• Proficiency in Microsoft Office products (Excel, Word).
• Superior follow-up and follow-through skills.
• Adaptability and flexibility to seasonality and changing business demands are critical.
• Strong verbal and written communication skills; exceptional interpersonal skills.
• High degree of self-motivation to recognize, address and improve business practices.
• Sense of urgency, self-initiative, commitment, and sense of ownership and ability to handle multiple tasks at one time.
• Highly organized and flexible with the ability to prioritize customers’ demands and requirements while meeting Company objectives. 
• Strong typing, data entry and computer skills.

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RSRCAR

Job Number: 30125370

Community / Marketing Title: Tier 1 Customer Service Associate

Location_formattedLocationLong: Tennessee, US