Customer Service Analyst

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 If you thrive in a fast-paced environment and are looking for an opportunity to help contribute to our mission to provide best-in-class customer service by leveraging Customer feedback to drive process improvements, then we have an opportunity for you! Key Responsibilities Support all Customer Experience Program Surveys and Operational Excellence continuous improvement activities including: Analyze NPS and other customer feedback data to enhance customer satisfaction. Evaluate survey feedback, directing relevant issues to the appropriate departments for resolution. Identify process improvements and opportunities for agent coaching. Monitor and identify trends in agent performance KPIs over time. Lead, coordinate, and participate in continuous improvement initiatives, such as Kaizen, VSM, and 5S. Provide regular and ad‑hoc reports to leadership and functional groups supporting daily operations, quality, quarterly presentations, and ongoing improvement efforts. Oversee the employee recognition program based on customer feedback and presentation of Customer Experience awards. Aid in crafting and disseminating Customer Experience program newsletters and communications. Assist in supporting other Operational Excellence projects and initiatives. Required Qualifications High school diploma/GED. 5+ years’ experience in data analytics. 3+ years’ experience in Customer Experience, NPS and Continuous Improvement Methodologies. Preferred Qualifications Six Sigma Certification or Carrier Excellence Associate Certification. Advanced data analytics expertise. NPS or equivalent customer experience program experience. Proficiency in NPS platforms like Qualtrics. Professional interaction with internal and external customers. Customer service experience. Expertise in continuous improvement. Experience with Salesforce, SharePoint, Five9, Workforce Management tools, and Power BI. Proficient in Microsoft Word, Excel, PowerPoint, Visio, Outlook, Teams, and OneDrive. HVAC industry familiarity. Strong written, verbal, and presentation skills. Effective collaboration in a team‑oriented environment. Adept at multitasking in a fast‑paced setting. Diligent attention to detail in written and visual content. Exceptional follow‑through for on‑time project delivery. #J-18808-Ljbffr