Customer Support Specialist

Viessmann is a global leader in sustainable climate and energy solutions, focused on creating living spaces for future generations. Currently, as part of the Carrier Group, Viessmann combines innovative technologies with a strong commitment to environmental protection, promoting sustainable development and comfort. With a comprehensive portfolio that includes heating, cooling, ventilation, and energy systems, Viessmann serves residential, commercial, and industrial markets worldwide. The company continues to shape the future of energy efficiency through intelligent, integrated solutions that foster sustainability and comfort.

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.

This position is for a seasoned professional in Customer Service who works independently, resolving complex customer inquiries. This role maintains databases, makes recommendations to management for customer issue prevention and the sales team to identify sales opportunities. Makes updates to procedures to ensure the improvement of Customer Service processes.

Essential Duties and Responsibilities

• Support the Vi-US Sales Team with Customer Returns and Warranty Claims. Liaise with customers to process RGA’s.

• Data management, user support, and system maintenance.

• Work within our CRM to manage customer tickets and communication.

• Work within our ERP system to process orders, returns, and credits.

• Provide Warranty processes with Sales team as needed and requested.

• Provide Simplified Warranty process training to 3rd party reps and wholesale partners, as needed.

• Generate quarterly statistics for RGAs, or as requested.

• Monitor trends within new requests and communicate observations with the RGA Manager.

• Answer customer calls regarding Warranty and Returns by monitoring a shared phone line.

• Additional tasks as may be required by the course of business. 

Required Qualifications

• High school diploma or GED.

• 2+ years of customer service experience in a call center or similar high-volume setting utilizing a CRM (Customer Relationship Management Software).

Preferred Qualifications

• Bachelor’s degree preferred.

• Excellent verbal and written communication skills. 

• Strong analytical thinking and problem-solving abilities. 

• Experience in Microsoft Office, especially Excel. 

• Self-motivated, reliable, strong organizational skills.

• SAP knowledge preferred.

RSRCAR

#Hybrid