Customer Service Technician

Country:

United States of America

Location:

CAT08: ICP-Lewisburg, TN 650 Heil-Quaker Ave, Lewisburg, TN, 37091 USA

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.

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 Lewisburg, TN location. This position will be responsible for assisting the customer utilizing email, phone and written communications.  The candidate will provide options and alternatives tailored to the customer’s situation where one can leverage leadership, decision-making, and technical aptitude skills.

Key Responsibilities

• Manage daily transactional processing in SAP in accordance with company policies.

• Managing large amounts of inbound calls in a timely manner.

• Handle customer inquiries both over the phone and by email.

• Manage customer experience through Salesforce case resolution, email resolution, and daily report monitoring.

• Assist customers with questions and find alternative solutions to customer issues.

• Assist in special projects as needed.

• Order entry- processing customers’ orders in a timely manner.

• Use standard procedures to accomplish assigned tasks and goals.

• Candidate will be assisting all levels of Tier 2 while focusing on transactional excellence.

• Ability to handle between 60 – 70 phone calls/cases per day while maintaining a positive attitude with the customer.

Required Qualifications

• HS Diploma or GED.

• Minimum of 2 years of customer service experience.

Preferred Qualifications

• 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.

• SAP experience.

RSRCAR

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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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