Senior Customer Service Technician

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.

Job Summary

The Claims Team is responsible for the accurate, timely, and consistent resolution of customer, distributor, and internal claims. This role supports end to end claims processing, including Pricing Claims, FAST Claims, ICP Zone Reconciliations and Distributor to Distributor (D2D) transactions, while serving as a process owner for assigned claim types or workflows. Team members collaborate closely with Customer Service, DC locations, Sales Teams, Distribution, and external partners to ensure accuracy, compliance, and continuous process improvement.

This position requires strong analytical skills, attention to detail, and the ability to balance daily transactional work with process ownership and cross functional support.

Key Responsibilities

Claims Processing

• Review claim documentation for accuracy, completeness, and compliance with established policies and timeframes.
• Support claim review and completeness focusing on the department’s goals for claim closure timing.
• Communicate claim decisions clearly to internal stakeholders, CSRs, and external customers or distributors.
• Partner with Customer Service teams to resolve escalated or complex claim scenarios.
• Support ongoing efforts for improvements and transparency in the claims process.
• Ensure claims and follow-ups are processed accurately and aligned with defined business rules.
• Act as a point of contact for related claim questions, issues, or escalations.
• Be available to positively support projects and initiatives across multi departments.

 
Process Ownership & Continuous Improvement

• Serve as Process Owner for assigned claim types, queues, or workflows.
• Document and maintain standard work, job aids, and process flows for claims activities.
• Identify process gaps, inefficiencies, or recurring issues and recommend improvements.
• Participate in or lead process improvement initiatives, including system enhancements and digital solutions.

 

Required Qualifications

• High school diploma or GED. 
• Minimum of 2 years’ experience in customer service operations.
• At least 2 years of hands-on experience with Salesforce, SAP, or comparable CRM systems.

Preferred Qualifications

• Experience acting as a process owner or supporting process improvement initiatives.
• Strong analytical and problem solving skills.
• Proficiency in Excel and claims/billing systems.
• High attention to detail and accuracy.
• Ability to manage multiple priorities in a fast paced environment.
• Strong written and verbal communication skills.
   

Pay Range

The annual salary for this position is between $43,500.00 - $87,500.00 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

• Disability: Short-term and long-term disability

• Life Insurance and Accidental Death and Dismemberment

• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account

• Tuition Assista