Customer Service Senior Associate
Job Number: 5331
External Description:
In 1902, Willis Carrier solved one of mankind’s most elusive challenges by controlling the indoor environment through modern air conditioning. His invention enabled countless industries, promoting global productivity, health and personal comfort.
Today, Carrier innovations are found across the globe and in virtually every facet of daily life. We create comfortable and productive environments, regardless of the climate. We safeguard the global food supply by preserving the quality and freshness of food and beverages. We ensure health and well-being by enabling the proper transport and delivery of vital medical supplies under exacting conditions. We provide solutions, services and education to lead the green building movement. These mark just a handful of the ways that Carrier works to make the world a better place to live, work and play.
Each day, the team at Carrier is working to meet some of the most unique and exciting global challenges in heating, air conditioning, refrigeration, building automation, fire and security systems. In order to continue to maintain our role as a global leader, we are always looking for talented, ambitious individuals around the world to join us.
ABOUT THE ROLE:
We have an exciting opportunity in our Customer Care Center to provide high level support to commercial service organizations. You will be the single point of contact for all things Customer Service (placing orders, following up on orders, selecting parts, providing pricing and availability, and expediting orders). You will interact with customers via telephone as well as written communications. This is a high-volume, fast paced and metric driven call-center team atmosphere with high emphasis on customer satisfaction and first call resolution.
ROLE WILL REQUIRE YOU TO BE ON CALL CARRYING A COMPANY CELL PHONE ONE WEEK AT A TIME TOTALING APPROXIMATELY 4 WEEKS PER YEAR. ON CALL IS 6-10 PM EST DURING THE WEEK & 7 AM – 10 PM WEEKENDS.
KEY RESPONSIBILITIES:
- Communicate with external and internal Commercial customers via telephone and e-mail to build strong business relationships and drive sales growth in the parts business for the internal customer base.
- End customers include hospitals, universities, retail businesses, and industrial complexes.
- Provide pre-delivery and post-sale customer service support (including parts selection and ordering, pricing and availability, expediting delivery, and basic technical support).
- Provide basic technical support for light and heavy commercial products and applications.
- Primary support and backup for other Commercial cases.
- Shared responsibility with after-hours phone.
- Participate in problem resolution with suppliers, warehouses, internal departments, and technical engineering.
REQUIRED QUALIFICATIONS:
- Bachelor’s Degree with 2+ years of customer service experience in a call center environment utilizing a CRM (Customer Relationship Management Software) OR an Associate’s Degree with 5+ years of customer service experience in a call center environment utilizing a CRM (Customer Relationship Management Software).
PREFERRED QUALIFICATIONS:
- Working knowledge of SAP, Salesforce, PIC and Windchill systems.
- A background in Residential, Light and Heavy Commercial HVAC applications, products and systems.
- Excellent customer service skills
- Strong written and oral communication skills
- Proficient in MS Office (specifically Word, PowerPoint and Excel)
- Strong analytical skills, accuracy and attention to detail are necessary.
- Strong customer focus and technical aptitude; 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
- Adaptability and flexibility to seasonality and changing business demands is critical.
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RSRCAR
Job Number: 30146079
Community / Marketing Title: Customer Service Senior Associate
Location_formattedLocationLong: New York, US