Customer Service Associate

Customer Service Associate

Carrier has an exciting opportunity for a Customer Service Associate to support our customers via telephone and written customer service. Our B2B channel for our Commercial Global Accounts customers seeking after-market replacement components. The Customer Care Center is a high-volume, fast paced and metric driven call-center team atmosphere with high emphasis on customer satisfaction. Position works out of our East Syracuse, NY location.

Manage, triage and prioritize inbound requests

Communicate with commercial global customers via e-mail to build strong business relationships and drive sales growth in the parts business for internal and external customer base

Provide exceptional customer support to customers across the globe; as well as pre-delivery and post-sale customer service support including parts selection and ordering, pricing and availability

Coordinate with Replacement Components' Sales and Operations groups to expedite international orders

Inform global customers of Replacement Components' policies and programs while encouraging the utilization of such programs to drive sales growth

Communicate customer facing issues to management and identify areas of opportunity

Collaborate with internal departments to resolve customer disputes

Provide phone support to different customer segments as needed

Required Qualifications

Associates Degree

1+ years of customer service experience

Preferred Qualifications

Bachelor's Degree

Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools; Salesforce experience is a plus

Working knowledge of SAP, Salesforce, PIC and Windchill systems is desired

A background in residential and commercial HVAC applications, products and systems is desired

Excellent customer service skills

Strong written and oral communication skills

Proficient in MS Office (specifically Word, PowerPoint and Excel)

Strong analytical skills, accuracy and attention to detail are necessary

Strong customer focus and technical aptitude; sense of urgency; strong organizational skills

Ability to handle multiple tasks; creative problem-solving skills

Self-starter and well organized in order to multi-task and prioritize work with limited supervision

Adaptability and flexibility to seasonality and changing business demands is critical

Minimal travel required: approximately 10 percent

Pay Range

The annual salary for this position is between $53,000.00 - $106,000.00 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.