Job Description

Date Posted:
2022-09-28-07:00
Country:
United States of America
Location:
CAN01: Carrier-Syracuse, NY 6304 Thompson Rd, Syracuse, NY, 13221 USA
Communication - Job Opportunity

Position Customer Service Associate

Job Code: Tech, Customer Service

FLSA Status: Salaried Non-Exempt

Grade Level: T2

Reports To: Linda Miccio, Customer Service Supervisor

Department: Customer Care Center

Location: Syracuse, NY

Amount of Travel: 0%

Job Posting #:

Carrier is a leading provider of HVAC, refrigeration, fire, security, and building automation technologies. These high-technology products and services enable modern life by delivering efficiency, safety, and security across several platforms. Enable qualified individuals with disabilities to perform essential functions.

GENERAL RESPONSIBILITIES:

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 a 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, online chat, email, fax, 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.
  

Typical Educational Requirements:

• HS degree or technical discipline with 2-4+ years' experience
  
• AA/AS degree in Business, Marketing, or technical discipline with 1 - 2 + years of experience
  

Key Qualifications:

• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)
  
• 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 are 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 are critical. Scheduled shift assignments will include evening and weekend hours
  
• Minimal travel required
  
• Spanish or French language skills are a plus
  

TO APPLY:

All qualified Associates are encouraged to apply.

• To make your interest known, please apply via the Job Search function within the Employee Self-Service (ESS) tool before the closing date.
  

RSRCAR

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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This position may not be performed remotely in Westchester County, Ithaca or New York City at this time.

COVID-19 vaccines will be required for all newly hired Carrier U.S. Salaried employees.