Sr Customer Service Associate

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier. 

About This Role:

Carrier has an exciting opportunity for a  Sr. 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. 

Job Description:

• 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:

• High School diploma or GED

• 3+ years of customer service experience

• 3+ years of using a range of software applications and tools, including  but not limited to Outlook, Microsoft Office and other industry-specific platforms

Preferred Qualifications:

• Associates degree in Business or Marketing with 2+ years' customer service experience

• 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

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