Replacement Components Customer Account Representative

Job Number: 4768

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:        

We have an exciting opportunity for a Replacement Components Customer Account Representative in our Customer Care Center. You must be a motivated, process-oriented individual in order to be a part of our Customer Care Center to support our customers via telephone and written communications. Our channel includes 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 and first call resolution.

Key Responsibilities:

• Provide exceptional customer support to distributor (including parts selection and ordering, pricing and availability, expediting delivery, dispute resolution and limited technical support)
• Provide superior follow up to distributors and sales managers
• Manage all account interactions via inbound phone, online chat, and email.
• Communicate with Distribution including Service Managers and Parts counter personnel via telephone, online chat and e-mail to build strong business relationships; ensure a positive customer experience
• Collaborate with internal departments to resolve customer opportunities
• Actively participate in Carrier Excellence Certification
• Ability to manage multiple reports and combine data from multiple sources
• Ability to work on a rotating on-call schedule

Basic Qualifications:

• High school diploma/GED
• 2+ years with experience in a call center or managing customer accounts.

Preferred Qualifications:

• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)
• Ability to handle between 75-90 phone calls/cases per day while maintaining a positive/responsive attitude with the customer
• Working knowledge of SAP, Salesforce, PIC and Windchill systems 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
• Proficient 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
• Must be professional, courteous and respectful towards customers and co-workers
• Adaptability and flexibility to seasonality and changing business demands is critical. 
• Normal 40 hr/wk working schedule is between 8:00 am and 6:00 pm, Monday through Friday.
• Minimal travel required (approximately 10%)
• Spanish language skills are a plus

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Job Number: 30138994

Community / Marketing Title: Replacement Components Customer Account Representative

Location_formattedLocationLong: New York, US