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Carrier · 2 days ago

Customer Service Associate

East Syracuse, NY

Full-time

Onsite

Mid Level

$36K/yr - $62K/yr

3+ years exp

Carrier is a global leader in intelligent climate and energy solutions, dedicated to enhancing comfort and sustainability. They are seeking a motivated individual to provide exceptional customer support in a fast-paced call center environment, managing customer interactions and building strong business relationships.

EnergyHeating Ventilation and Air Conditioning (HVAC)

Responsibilities

Provide exceptional customer support to homeowners

Handle escalated consumer cases

Manage all customer interactions via inbound phone, email, and written correspondence

Communicate with Distribution including Service Managers via telephone and e-mail to build strong business relationships; ensure a positive customer experience

Communicate customer facing issues to management and identify areas of opportunity

Collaborate with internal departments to resolve customer opportunities

Actively participate in departmental Carrier Excellence initiatives and team certifications

Ability to decide whether to provide minor financial assistance to customers

Qualification

Customer service experienceCRM software experienceSalesforce knowledgeHVAC knowledgeMS Office proficiencyAnalytical skillsBilingual (Spanish/French)Communication skillsProblem-solving skills

Required

High School Diploma or GED

Minimum of 3 years of customer service experience in a call center or similar high-volume setting

Minimum of 3 years of experience with a CRM (Customer Relationship Management software) and phone systems; experience with a leading CRM platform

Preferred

Associate's degree

Ability to handle between 75-90 phone calls per day while maintaining a positive/responsive attitude with the customer

Working knowledge of Salesforce is desired

A background in Residential and Commercial HVAC applications, products and systems, and the ability to read basic technical drawings is desired

Excellent customer service skills

Strong written and oral communication skills

Proficient in MS Office (specifically Word and Excel)

Strong analytical skills, accuracy, and attention to detail

Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time

Creative problem-solving skills

Self-starter and well organized, able to multi-task and prioritize work

Adaptability and flexibility to seasonality and changing business demands is critical. Scheduled shift assignments will include evening and weekend hours

Spanish or French language skills are a plus

Benefits

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; military leave; purchased vacation

Disability: Short-term and long-term disability

Life Insurance and Accidental Death and Dismemberment

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

Tuition Assistance