Customer Care Associate

Country:

United States of America

Location:

CAC55: SC DENVER 6330 Washington St Unit 16, Denver, CO, 80216 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

Carrier Commercial Service is seeking a Customer Care Associate in the Northeast region of the USA. The Customer Care Associate will strive for 100% customer retention. Meeting with customer in face-to-face meetings to ensure alignment between customer needs and service agreement deliverables. Establishes and maintains long-term trust relationship with assigned accounts and insures a very high degree of customer satisfaction. This person is expected to be the point of contact for all customer issues. Identifies and coordinates efforts between sales and operations to resolve customer issues. Evaluates and identifies specific positive and negative processes to improve satisfaction and reduce customer problems. And promotes the use of additional services and products and provides sales leads. 

This role is a great fit for you excel at building relationships, have outstanding customer service and love working with cross-functional teams. This is the ideal role for those that are adept at assessing and understanding both the immediate and future needs of customers. 

Key Responsibilities

• Maintain and develop relationships with assigned contract customers via face-to-face and virtual meetings 
• Support Service Agreement escalations and partner with operations teams to build out Service Agreement customer strategies 
• Attend to customer needs and requests, serving as liaison between Sales and Operations teams 
• Ensure Service Agreement are renewed on time with current customer purchase order 
• Track action items to completion, ensuring customer satisfaction 
• Work with the Sales and Operations leadership to renew the service agreements of assigned customers at profitable margins 
• Seek out potential sales opportunities including customer's budgeted upgrades or expansions, forwarding these opportunities to Sales Leader for assignment 
• Review and follow up on Net Promoter Score surveys  

Basic Qualifications

• High School Diploma or GED
• 2+ years of experience in Customer Care or Customer Service to include service agreement and/or service contract upselling.

Preferred Qualifications

• Knowledge of the industry, market and key market participants 
• Bachelor’s Degree
• Ability to work in a highly team-oriented and dynamic environment 
• Demonstrated strong written, verbal and presentation skills to effectively develop expectations and relationships with internal and external customers 
• Self-motivated and able to manage many simultaneous actions and requests 
• Extremely comfortable operating in a technical environment utilizing Microsoft based computer software 
• Goal-orientated with strong time management and organizational skills 

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Pay Range:

$76,516 - $107,122 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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