Job Description

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.

This position is for an established professional in Customer Service, who works under general supervision in responding to customer emails. Resolves moderately complex inquiries, collects and analyzes customer data to determine customer trends, and makes recommendations for the update of procedures to improve Customer Service processes. Escalates complex issues to management.

Key Responsibilities:

• Confers with assigned customers who contact the organization electronically and identifies reason for contact.
• Manages customer order from presale through jobsite shipment. This could include order status, processing order changes, expediting shipments.
• Develops strong interpersonal network to address customer issues. This will include various internal business units including manufacturing facilities, factory scheduling contacts, marketing personnel and external contacts such as distribution centers and providers. Will work with all commercial selling channels (Distributors, DSO offices, Carrier Enterprise, and independent rep firms).
• Develops documentation used to solve difficult customer issues/requests/complaints. Directs queries to appropriate department or personnel, as needed.
• Collects and consolidates information regarding customer interactions and transactions, analyzes customer interaction and customer service trends to facilitate future needs in training and improvements in customer services.
• Uses organization and product knowledge to address more difficult inquiries and provide follow-up.

Required Qualifications:

• High School Diploma or GED
• 3+ years of Customer Service experience

Preferred Qualifications:

• BA/BS degree
• Strong interpersonal, analytical, and communication skills
• Sense of urgency, self-initiative, dedication, and sense of ownership is a must.
• Strong written and verbal communication skills with the ability to work cross-functionally with both internal and external contacts.
• Highly organized with strong attention to detail, while also able to handle multiple priorities.
• Experience in customer service.
• Capable of working in a fast-paced environment.
• Must be a highly motivated individual.
• Capable of making decisions to resolve issues immediately.
• Experience with defining, capturing, and improving key metrics.
• Knowledge of SAP and Microsoft Office.
• Salesforce experience a plus.
• Knowledge of HVAC products and marketing processes is highly desired
• Self-starter

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