Customer Success Advocate

CE HQ currently has an exciting Customer Success Advocate opportunity   

  

 Company Website: www.carrierenterprise.com  

 

 

Introduction:    

              

Carrier Enterprise (CE) is a national distributor of residential and light commercial Heating, Ventilation and Air Conditioning (HVAC) products, parts and supplies through licensed HVAC/R dealers and contractors. CE operates primarily in the business-to-business environment where its products are sold through licensed HVAC dealers and HVAC contractors. These dealers are independent companies that sell, deliver and service Carrier, Bryant & Payne products to residences and businesses in their respective markets.  CE offers customers a wide range of HVAC/R product lines, competitive pricing, best in class customer service and valuable, timesaving services that positions CE as an industry leader. With over 200+ locations, in 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada there is a location to service our customers HVAC/R needs. 

 

SUMMARY  

 

Reporting to the Customer Success Supervisor, this position will provide support for customers utilizing our digital platforms/resources.  In this role, the right candidate will have a sales/service minded attitude interacting with a high volume of customers via chat, emails, and online requests. All of our Customer Success Advocates are trained to understand the full menu of our service offerings, in order to provide our customers with exceptional service. We prefer candidates who have a college degree or a minimum of five years of experience supporting customers within the various digital and online channels.    

 

Essential Role, Activities and Responsibilities:   

• Daily interaction with our customers in a friendly, courteous, efficient and professional manner.   
• Communicate effectively with a sense of urgency with customers through the various digital and online channels, including email, eCommerce and chat.
• Ability to multi-task while providing a high level of customer service.
• Chat Agents take up to 3 chats at a time simultaneously.   
• Demonstrates active listening skills, builds customer confidence while being committed to enhancing customer satisfaction.  
• Must be able to sort through complex issues independently and make difficult decisions with confidence.  
• Individual must make timely decisions and exercise sound judgement based on facts while meeting established deadlines.  
• Ability to research, navigate and identify exact resource to resolve customer issues/complaints through independent or collaborative teamwork. 
• Maintain knowledge of new and existing products by participating in physical or virtual trainings, reviewing online catalogs and websites.
• Participate as required in inventory planning/tracking initiatives to support inventory needs by reviewing and communicating regional backorder patterns to planners.
• Ability to process orders, forms, applications and recommend product accessories.  
• Simultaneously document customer interactions, transactions, comments and complaints using provided CRM/Salesforce during customer engagement.   
• Communicating and coordinating with colleagues as necessary to ensure customer satisfaction.  
• Facilitate product, system and procedural training to new hire employees.

 

Requirements 

• A college degree preferred or a minimum of five years of experience supporting customers within the various digital and online channels.  
• Must be well organized, detail oriented and have good computer/data entry; should be proficient in the use of digital applications such as CRM/Salesforce. 
• Must possess desire to succeed and learn for future growth and development opportunities.

 Qualifications 

• Our products are commercial and residential HVAC parts and equipment, so experience working with general contractors in a B2B environment is preferred but not required. 
• Must have a strong work ethic, high energy, enthusiasm, and a passion for customer service and sales support.   
• Must have experience, preferably in a high-volume fast paced Customer Service and sales environment with tech-savviness. 
• Must be well organized, detail oriented and have ability to multi-task as you will be required to switch between multiple systems. 
• Must be a team player, articulate and possesses excellent verbal and written communication skills.  
• Ability to thrive in a remote or office environment while demonstrating schedule flexibility to accommodate evol