Job Description

If you thrive in a fast-paced environment and are looking for an opportunity to develop your customer service career, then we have a great opportunity for you.

We are seeking a motivated, process-oriented individual in our Customer Care Center to support our customers via telephone and written communications.

Our channel includes end user-homeowners, installing and servicing contractors, distributor warranty administrators and distributors seeking after-market replacement components. Our Call Center is a high-volume, fast paced and metric driven call-center team atmosphere with high emphasis on customer satisfaction.

Specific Responsibilities for this position include

• Provide exceptional customer support to homeowners.
• Handle escalated consumer cases.
• Manage all customer interactions via inbound phone, email, and written correspondence.
• Communicate with Distribution including Service Managers via telephone and e-mail to build strong business relationships; ensure a positive customer experience.
• Communicate customer facing issues to management and identify areas of opportunity.
• Collaborate with internal departments to resolve customer opportunities.
• Actively participate in departmental Carrier Excellence initiatives and team certifications.
• Ability to decide whether to provide minor financial assistance to customers.

Required Qualifications

• High School Diploma or GED.
• Minimum of 3 years of customer service experience in a call center or similar high-volume setting.
• Minimum of 3 years of experience using CRM (Customer Relationship Management) and phone systems; experience with a leading CRM platform.

Preferred Qualifications

• Associate’s degree.
• Ability to handle between 75-90 phone calls per day while maintaining a positive/responsive attitude with the customer.
• Working knowledge of Salesforce is desired.
• A background in Residential and Commercial HVAC applications, products and systems, and the ability to read basic technical drawings is desired.
• Excellent customer service skills.
• Strong written and oral communication skills.
• Proficient in MS Office (specifically Word and Excel).
• Strong analytical skills, accuracy, and attention to detail.
• Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time.
• Creative problem-solving skills.
• Self-starter and well organized, able to multi-task and prioritize work.
• Adaptability and flexibility to seasonality and changing business demands is critical. Scheduled shift assignments will include evening and weekend hours.
• Spanish or French language skills are a plus.