Sr. Customer Service Associate – Commercial Support

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 The Role:

Carrier has an exciting opportunity for a  Sr. Customer Service Associate – Commercial Support  to support our customers via telephone and written customer service.  Our B2B channel includes Data Centers,  Commercial Contractors, National Accounts and Carrier Commercial Service (CCS) 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. This position will be 2nd shift (3pm-12am EST).

Job Description:

• Service VIP high profile customers via telephone and e-mail ensuring SLA expectations are achieved and exceptional quality services are delivered to the customer.
• Provide exceptional customer support to VIP customers; as well as pre-delivery and post-sale customer service support (including parts selection, ordering, expediting, pricing, and availability.
• Adaptability and flexibility with 1st, 2nd, & 3rd shifts, including weekends, depending on business demands with a scheduled rotation.
• Primary support and backup for commercial cases received.
  • End customers can include data centers, hospitals, universities, retail businesses, and industrial complexes, within the US and internationally.
• Work closely with internal teams to resolve complex issues.
• Escalate to management customer facing issues, identify trends, areas for improvement, and opportunities for optimization to enhance client satisfaction and operational efficiency.
• Build strong business relationships and drive market growth in the commercial business sector.

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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