Customer Service Associate

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow on Carrier social media at @Carrier.

About This Role

Carrier has an exciting opportunity for a Customer Service Associate to support our customers via telephone and written customer service.  Our B2B channel for our Commercial Global Accounts customers seeking after-market replacement components. The Customer Care Center is a high-volume, fast paced and metric driven call-center team atmosphere with high emphasis on customer satisfaction.

Position works out of our East Syracuse, NY location.

 ABOUT THIS ROLE

●      Manage, triage and prioritize inbound requests

●      Communicate with commercial global customers via e-mail to build strong business relationships and drive sales growth in the parts business for internal and external customer base

●      Provide exceptional customer support to customers across the globe; as well as pre-delivery and post-sale customer service support including parts selection and ordering, pricing and availability

●      Coordinate with Replacement Components' Sales and Operations groups to expedite international orders

●      Inform global customers of Replacement Components' policies and programs while encouraging the utilization of such programs to drive sales growth

●      Communicate customer facing issues to management and identify areas of opportunity

●      Collaborate with internal departments to resolve customer disputes

●      Provide phone support to different customer segments as needed

Required Qualifications

●      Associates Degree

●      1+ years of customer service experience

Preferred Qualifications

●      Bachelor’s Degree

●      Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools; Salesforce experience is a plus

●      Working knowledge of SAP, Salesforce, PIC and Windchill systems is desired

●      A background in residential and commercial HVAC applications, products and systems is desired

●      Excellent customer service skills

●      Strong written and oral communication skills

●      Proficient in MS Office (specifically Word, PowerPoint and Excel)

●      Strong analytical skills, accuracy and attention to detail are necessary

●      Strong customer focus and technical aptitude; sense of urgency; strong organizational skills

●      Ability to handle multiple tasks; creative problem-solving skills

●      Self-starter and well organized in order to multi-task and prioritize work with limited supervision

●      Adaptability and flexibility to seasonality and changing business demands is critical

●      Minimal travel required: approximately 10 percent

Pay Range

The annual salary for this position is between $53,000.00 - $106,000.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate.

Other Compensation

This position may be entitled to short-term cash incentives, subject to plan requirements. 

Benefits

Employees are eligible for benefits, including:

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives

• Retirement Benefits

• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation