Customer Service Agent
Job Number: 7916
External Description:
Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.
About This Role
We have an exciting opportunity for a Customer Service 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.
Work schedule is 40 hr/wk working schedule is between 11:00am and 8:00 pm, Monday through Friday.
Key Responsibilities:
- Provide exceptional customer support to distributor (including parts selection and ordering, pricing and availability, expediting delivery, dispute resolution and limited technical support)
- Communicate with Distribution including Service Managers and Parts counter personnel via online chat and e-mail to build strong business relationships; ensure a positive customer experience
- Collaborate with internal departments to resolve customer opportunities
- Ability to manage multiple reports and combine data from multiple sources
- Ability to work on a rotating on-call schedule
- 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.
Required Qualifications:
- High School diploma/GED
- 2+ years Call Center Customer Service experience
- 1+ year Customer Service chat experience
Preferred Qualifications:
- Working knowledge of call center tools such as CRM, SAP, Salesforce, PIC preferred
- Ability to handle between 65-70 Chats/cases per day while maintaining a positive/responsive attitude with the customer
- Excellent customer service skills with Strong written and oral communication skills
- Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time
- Adaptability and flexibility to seasonality and changing business demands is critical.
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RSRCAR
Job Number: 30179727
Community / Marketing Title: Customer Service Agent
Location_formattedLocationLong: New York, US