Customer Service Technician

Customer Service Technician (Champion) Tier 1

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.

The Customer Service Technician (Champion) Tier 1 plays a vital role in delivering an exceptional customer experience by serving as a primary point of contact for customer inquiries and transactional support. This role is ideal for individuals who thrive in a fast-paced, high-volume environment and are motivated to build and advance a career in customer service.

The Tier 1 Associate is responsible for managing customer interactions across multiple channels, including phone, email, and written communications. The successful candidate will demonstrate strong problem-solving skills, sound judgment, and the ability to provide tailored solutions while maintaining efficiency, accuracy, and professionalism.

Role Responsibilities

• Serve as a first-line customer support representative, managing a high volume of inbound calls and cases (approximately 6070 per day) while maintaining a positive and professional demeanor.
• Respond to customer inquiries via phone and email, ensuring timely, accurate, and customer-focused resolutions.
• Process customer transactions and order entries in SAP in accordance with company policies and established procedures.
• Manage and resolve customer cases using Salesforce, including monitoring daily reports and ensuring proper documentation and closure.
• Provide customers with options and alternative solutions aligned with their specific needs and circumstances.
• Partner with Tier 2 support teams by supplying accurate transactional details and ensuring seamless issue escalation when required.
• Maintain consistent follow-up with customers to ensure resolution satisfaction and issue closure.

Required Qualifications

• High School Diploma or GED.
• Minimum of 6 months of customer service or call center experience.

Preferred Qualifications

• Associate degree (AA, AS, or equivalent two-year post-secondary education) preferred.
• Minimum of 2 years of customer service or call center experience.
• Excellent verbal and written communication skills, with the ability to interact professionally and effectively with customers and internal teams.
• Demonstrated ability to manage multiple priorities effectively and maintain strong time management in a deadline-driven environment.
• Demonstrated ability to deliver consistent service while maintaining process accuracy, responsiveness, and accountability.
• Intermediate proficiency in Microsoft Excel.
• Familiarity with SAP, Salesforce, or other order management and customer relationship management systems.

Pay Range

The annual salary for this position is between $35,500.00 - $71,500.00 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

• 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

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.