Senior Customer Service Associate

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.

About the Role

If you thrive in a fast-paced environment and are looking for a growth opportunity in a customer service environment, then we have a great opportunity for you.  We are seeking a motivated, highly organized individual to research and resolve Tier 3 executive customer escalations. 

KEY RESPONSIBILITIES

• Work as a liaison to the executive offices to resolve escalated or highly visible consumer complaints  

• Collaborate with management, distribution, and our legal department to resolve high profile customer complaints 

• Provide superior follow up with end users and the management team  

• Provide working solutions to end users including financial assistance 

• Work to resolve time sensitive cases escalated by the Better Business Bureau 

• Mentor and proactively suggest training opportunities for our Tier 1 and Tier 2 agents 

• Utilize your experience to suggest process improvements for our customers 

• Work with sensitive and confidential information 

• Monitor and manage open case load independently  

KEY QUALIFICATIONS

• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)  

• Ability to communicate effectively with a positive attitude, with a level of professionalism appropriate to representing the executive offices  

• Proficient in MS Office  

• Experience with SAP is a plus  

• Strong analytical skills, paying close attention to accuracy and attention to detail   

• Strong 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  

• Ability to prioritize workload and provide a quick turnaround for urgent cases. Our Tier 3 Customer Service agents are largely self-directed and work with minimal supervisor to resolve their cases   

• Adaptability and flexibility to seasonality and changing business demands is critical. As an air conditioning manufacturer, our consumer feedback volume can more than double during the hot summer months

• Minimal travel required (less than 10%). Travel is typically once or twice per year to internal or customer hosted meetings

Required Qualifications

• High School Diploma or GED

• Minimum of 5 years of customer service experience in a call center or other high-volume environment

Preferred Qualifications

• Bachelor’s degree

• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)

• Proficient in MS Office (specifically Word and Excel)

• Strong analytical skills, accuracy and attention to detail

• Ability to communicate effectively

• 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 

• Creative problem-solving skills

• Adaptability and flexibility to seasonality and changing business demands

Pay Range

The annual salary for this position is between $64,500.00 - $129,500.00 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 Assistance

To learn more about our benefits offering, please click here Work with us | Carrier Corporate. The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.

Carrier EEO Statement and Accommodations Process

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at [email protected]. We will make every effort to meet your needs in accordance with applicable laws.

Application Deadline

Applications will be accepted for at least 3  days from Job Posting Date: 4 May 2026

Job Applicant's Privacy Notice

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Use of AI

Technology-enabled tools may support parts of the recruitment process, with oversight by people.