Sr. Customer Service Associate

Country:

United States of America

Location:

CAN01: Carrier-Syracuse, NY 6304 Carrier Parkway , East Syracuse, NY, 13057 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. 

About This Role:

This position is for an established professional in Customer Service, who works under general supervision in responding to customer calls supporting our B2B channels. Resolves moderately complex inquiries, collects and analyzes customer data to determine customer trends, and makes recommendations for the update of procedures to improve Customer Service processes. Escalates complex issues to management.

Job Description: 

• Confers with customers who contacts the organization by telephone or electronically, provides information about organization products or services, discusses customer accounts, and obtains and addresses customer complaints

• Uses organization and product knowledge to address more difficult inquiries and provide follow up

• Develops documentation used to solve difficult customer issues/requests/complaints. Directs queries to appropriate department or personnel, as needed

• Researches published materials and secondary sources of information to find additional sources of information that can be recommended to customers to answer their questions to ensure customers' satisfactions are met

• Collects and consolidates information regarding customer interactions and transactions, analyzes customer interaction and customer service trends to facilitate future needs in trainings and improvements in customer services

• Confers with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments

• May promote various products/services to ensure business targets are met

• May provide after-sales support for various client contracts
   

Required Qualifications:

• High School Diploma or GED

• 3+ years of experience in a customer service role, with a strong emphasis on delivering exceptional client support

• 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:

• Self-starter and well organized to multi-task and prioritize work

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

• Basic 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, Light and Heavy Commercial HVAC applications, products and systems is desired.

• Strong ability to work with diverse, cross-functional project teams to achieve high levels of performance in a dynamic, changing environment.

• Meet customer experience quality metrics

• Actively participate in departmental Carrier Excellence initiatives.

• 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. 

• Ability to handle multiple tasks, creative problem-solving skills.

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Pay Range:

$61,213 - $107,122 Annually

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexua