Customer Success Advocate

About Us Carrier Enterprise (CE) is a subsidiary of the largest independent HVAC/R distribution company in the world, Watsco, Inc. At CE we proudly distribute industry‑leading brands such as Carrier, Bryant, Payne, GREE and other HVAC and refrigeration brands, as well as a full‑line of aftermarket parts, supplies and accessories. CE has approximately 200+ locations throughout 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada with over 2,000+ employees. Our footprint, inventory and e‑Commerce platform allow us to provide customers with best‑in‑class service when they need it and where they need it. Carrier Enterprise is dedicated to providing Comfort Excellence to the HVAC/R industry. Our vision is to become a world‑class distribution company, achieving differentiation through service excellence. Our employees and customers make the difference. Opportunities exist across retail locations, distribution centers, field offices, business units and the headquarters. Our culture embraces diverse experiences, backgrounds, knowledge and ideas. From e‑commerce to mobile platforms we provide the tools to help you grow your career at Carrier Enterprise. For more information, visit . Carrier Enterprise is an Equal Opportunity Employer. CE offers competitive total pay (plus bonus on sales incentives) and benefits including health, dental, vision, life insurance and 401(k). Position Live Chat Agent – Customer Success Advocate (CEHQ currently opens a role). Summary Reporting to the Customer Success Supervisor, the Live Chat Agent will support customers using our digital platforms. The role requires a sales/service‑oriented attitude, interacting with a high volume of customers via chat, email and online requests. Candidates should have a college degree or at least five years of experience supporting customers through digital channels. Essential Role, Activities and Responsibilities Daily interaction with customers in a friendly, courteous, efficient and professional manner. Communicate effectively with a sense of urgency with customers through the various digital and online channels, including email, eCommerce and chat. Ability to multi‑task while providing a high level of customer service. Chat Agents take up to 3 chats at a time simultaneously. Demonstrates active listening skills, builds customer confidence while being committed to enhancing customer satisfaction. Must be able to sort through complex issues independently and make difficult decisions with confidence. Individual must make timely decisions and exercise sound judgement based on facts while meeting established deadlines. Ability to research, navigate and identify exact resources to resolve customer issues/complaints through independent or collaborative teamwork. Maintain knowledge of new and existing products by participating in physical or virtual trainings, reviewing online catalogs and websites. Participate as required in inventory planning/tracking initiatives to support inventory needs by reviewing and communicating regional backorder patterns to planners. Ability to process orders, forms, applications and recommend product accessories. Simultaneously document customer interactions, transactions, comments and complaints using provided CRM/Salesforce during customer engagement. Communicating and coordinating with colleagues as necessary to ensure customer satisfaction. Facilitate product, system and procedural training to new hire employees. Requirements A college degree preferred or a minimum of five years of experience supporting customers within the various digital and online channels. Must be well organized, detail oriented and have good computer/data entry skills; should be proficient in the use of digital applications such as CRM/Salesforce. Must possess a desire to succeed and learn for future growth and development opportunities. Qualifications Experience working with general contractors in a B2B environment is preferred but not required. Must have a strong work ethic, high energy, enthusiasm, and a passion for customer service and sales support. Must have experience, preferably in a high‑volume fast‑paced Customer Service and sales environment with tech‑savviness. Must be well organized, detail oriented and have the ability to multi‑task as you will be required to switch between multiple systems. Must be a team player, articulate and possess excellent verbal and written communication skills. Ability to thrive in a remote or office environment while demonstrating schedule flexibility to accommodate evolving business needs. Additional fluency in another language other than English is preferred but not required. Benefits Health Insurance Health Savings Account Dental Insurance Vision Insurance Life Insurance Disability Insurance (Short‑term and Long‑term) Employee Assistance Program (EAP) Tuition Reimbursement & Professional Development Paid Vacation & Sick time Company Paid Holidays 401(k) Plan with Employer Match Employee Discount Program Invitation To Apply Full‑time and part‑time positions are available. For this and other opportunities, visit our careers page at Equal Opportunity Statement Carrier Enterprise, LLC is an Equal Opportunity Employer and does not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications, and competence. #J-18808-Ljbffr Carrier Enterprise