Tier 1 Customer Service Rep

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:

Our Customer Care Center is the first line of customer communication for incoming calls on the 1-800-Carrier line. We serve North America, including Canada. Our customer base is end users of our brands of HVAC equipment (residential homeowners). We will also assist in servicing our network of Carrier brand dealers looking to obtain parts or technical support.

Training:

• Training is 2-3 weeks long. It will take place on site. Half of the time will be a classroom training, the second half will be hands on with our systems
   

Job Description:

• Dealer referrals—getting them connected with a dealer that can provide sales or service.

• Our number one goal is to get the homeowner connected with the dealer through warm transfer

• Provide customers with warranty information

• Product comparison

• Act as a switchboard for the company- we use a database to help us refer customers to the appropriate department

• Works under immediate supervision to provide satisfactory and quality customer service

• Assists with answering basic customer inquires on product availability, maintenance, and the status of orders

• Assists with resolving basic customers' service or billing complaints

• Assists with keeping records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
   

Required Qualifications:

• High school diploma or GED
   

Preferred Qualifications:

• Bachelor’s Degree

• Inbound call answering in a call center setting.  

• Ability to meet standardized call center metrics.

• Be dependable

• Show up to work on time and completing each shift.

• Maintain assigned break and lunch schedules.

• Above average verbal and written communication skills.

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Pay Range:

$32,681 - $47,466 Annually

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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