Lead Associate, Customer Service

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 This Role: We have an exciting opportunity for an International Lead in our Customer Care Center. The RC National Accounts Team Lead provides leadership and operational oversight for customer service support of Replacement Components (RC) National Account customers. This role is responsible for ensuring consistent, high‑quality service delivery to RC’s strategic and high‑impact accounts, while serving as a key liaison between Customer Service, Sales, Operations, Supply Chain, and Finance.

Role Responsibilities:

• Lead and support agents handling RC National Accounts and VIP customer interactions

• Serve as a primary escalation point for complex or high‑impact National Account issues

• Ensure adherence to account‑specific processes, priorities, and service commitments

• Partner with Sales, Operations, Supply Chain, Finance, and Data teams to resolve customer‑impacting issues

• Monitor backlog, case aging, and volume trends to reduce risk and improve responsiveness

• Provide day‑to‑day guidance to build team capability and consistency

• Support onboarding and knowledge transfer for new or transitioning team members

• Supports and participates in meetings with customers to address concerns, shipment delays, shipping issues, and expedite requests.

• Identify opportunities for process improvement and standardization across National Account workflow

Required Qualifications

• High School diploma/GED

• 1+ years’ experience working with VIP level customers

• 1+ year experience with Microsoft Word and Excel

Preferred Qualifications

• Bachelor’s degree.

• Working knowledge of SAP, Salesforce, CRM, Phone systems, PIC and Windchill systems is desired

• Proficient in MS Office (specifically Word and Excel)

• Preferred experience with Power BI

• Strong analytical skills, accuracy and attention to detail and Ability to communicate effectively

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

• Adaptability and flexibility to seasonality and changing business demands is critical

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: 16 April 2026

Job Applicant's Privacy Notice

Please click on the link to review the Job Applicant Privacy Notice.

Use of AI

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