Lead Customer Service Associate

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.

The position will be lead for a small team within Customer Service. This includes both contractor and full-time employees at the Call Center and Order Coding and Entry Desks. The candidate will work in a fast-paced environment where they will leverage their leadership, decision-making abilities, and technical aptitude. They will fill in and take calls as needed in order to give the department adequate coverage at any given time.

Role Purpose

The candidate will assist supervisor with daily schedules, lunch breaks, breaks, etc. Understands how customer facing calls are handled, entered in SalesForce, and routed, if necessary, to the appropriate areas of the company. The candidate will be assisting agents with their questions and providing options and alternatives tailored to the situation.

The ideal candidate will be a high-energy, dynamic individual looking for an opportunity to join a diverse organization in a very competitive environment.

Successful candidates will have:

• Ability to analyze unlike information and draw conclusions/recommendations.

• Proficiency in MS Office tools.

• A high degree of self-motivation to address and improve business needs.

• A sense of urgency, self-initiative, commitment, and sense of ownership.

• Superior follow-up and follow-through skills.

• Highly organized and flexible with the ability to prioritize their individual time while balancing customers’ demands and requirements to meet company objectives and goals.

• Training experience.

• Ability to oversee and lead in a positive and coaching oriented manner.

Required Qualifications

• HS Diploma or GED.

• Minimum of 2+ years of customer service experience.

Preferred Qualifications

• Associate’s degree.

• Proficiency in Microsoft Office (Excel, Word, Access).

• Being the owner of processes, including development and implementation.

• Highly organized, with strong attention to detail.

• Be able to review task list and prioritize based on business needs.

• Self-motivated to complete tasks in a timely manner with emphasis on accuracy.

• Superior follow-up and follow-through skills.

• Strong verbal and written communication skills.

• Ability to breakdown issues and troubleshoot customer questions/issues.

• Sense of urgency, self-initiative, commitment, and sense of ownership is a must.

• Able to multitask and quickly jump between system environments.

• Working knowledge of SAP, Salesforce, and Ingenious preferred.