Senior Customer Service Technician

About Carrier Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow on Carrier social media at @Carrier. Job Summary The Claims Team is responsible for the accurate, timely, and consistent resolution of customer, distributor, and internal claims. This role supports end to end claims processing, including Pricing Claims, FAST Claims, ICP Zone Reconciliations and Distributor to Distributor (D2D) transactions, while serving as a process owner for assigned claim types or workflows. Team members collaborate closely with Customer Service, DC locations, Sales Teams, Distribution, and external partners to ensure accuracy, compliance, and continuous process improvement. This position requires strong analytical skills, attention to detail, and the ability to balance daily transactional work with process ownership and cross functional support. Key Responsibilities Claims Processing Review claim documentation for accuracy, completeness, and compliance with established policies and timeframes. Support claim review and completeness focusing on the department’s goals for claim closure timing. Communicate claim decisions clearly to internal stakeholders, CSRs, and external customers or distributors. Partner with Customer Service teams to resolve escalated or complex claim scenarios. Support ongoing efforts for improvements and transparency in the claims process. Ensure claims and follow-ups are processed accurately and aligned with defined business rules. Act as a point of contact for related claim questions, issues, or escalations. Be available to positively support projects and initiatives across multi departments. Process Ownership & Continuous Improvement Serve as Process Owner for assigned claim types, queues, or workflows. Document and maintain standard work, job aids, and process flows for claims activities. Identify process gaps, inefficiencies, or recurring issues and recommend improvements. Participate in or lead process improvement initiatives, including system enhancements and digital solutions. Required Qualifications High school diploma or GED. Minimum of 2 years’ experience in customer service operations. At least 2 years of hands-on experience with Salesforce, SAP, or comparable CRM systems. Preferred Qualifications Experience acting as a process owner or supporting process improvement initiatives. Strong analytical and problem solving skills. Proficiency in Excel and claims/billing systems. High attention to detail and accuracy. Ability to manage multiple priorities in a fast paced environment. Strong written and verbal communication skills. Pay Range The annual salary for this position is between $43,500.00 - $87,500.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. Other Compensation This position may be entitled to short-term cash incentives, subject to plan requirements. Benefits Employees are eligible for benefits, including: Health Care Benefits: Medical, Dental, Vision; Wellness incentives Retirement Benefits Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation Disability: Short-term and long-term disability Life Insurance and Accidental Death and Dismemberment Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account Tuition Assistance To learn more about our benefits offering, please click here Work with us | Carrier Corporate. The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements. Carrier EEO Statement and Accommodations Process Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act. If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at View email address on click.appcast.io. We will make every effort to meet your needs in accordance with applicable laws. Application Deadline Applications will be accepted for at least 3 days from Job Posting Date: 6 July 2026 Job Applicant's Privacy Notice Please click on the link to review the Job Applicant Privacy Notice. Use of AI Technology-enabled tools may support parts of the recruitment process, with oversight by people. At Carrier we make modern life possible by delivering groundbreaking systems and services that help homes, buildings and shipping become safer, smarter and more sustainable. We exceed the expectations of our customers by anticipating industry trends, working tirelessly to master and revolutionize them. Our team of approximately 56,000 dedicated individuals continues to mold industry standards by pursuing the latest research and developments to improve the lives of our customers. We’re constantly growing, seeking out talented, likeminded people who are committed to our primary duty: to be the world’s first choice in security, shipping and HVAC technology.