Customer Service Liaison Expert

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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.

Access Solutions consists of 4 companies namely LenelS2, BrokerBay, Supra and Onity. Currently they are part of Carrier Fire & Security.

The Fire and Security group represents a comprehensive product portfolio to protect buildings, people, and assets. We provide innovative security products that include advanced software and hardware, IP solutions, wireless communications, electronic locking systems, mobile applications, and fire suppression and detection systems.

Supra brings together the smartest tools in real estate to help you provide best-in-class service during the home buying and selling process.

Onity’s access solutions and technology make it easier for guests, residents, and customers to simply and securely open doors throughout your property - giving them more freedom to move about their day and giving you more peace of mind.

brokerages across North America.

About this role

The Customer Service Liaison Expert will be responsible for acting as a liaison between customer service and other departments, creating and updating customer accounts in Oracle and Salesforce, and utilizing Salesforce for reporting, documenting, and gathering target audience data for Supra and Onity.

This is a hybrid based out of Salem OR.

We value our people and offer an extensive benefits package, with financial rewards including health insurance, retirement savings plan, and also lifestyle support with flexible working and parental leave. Plus, we’ll support your growth with paid-for external training programs and courses.

Key Responsibilities

• Drive improved interdepartmental relationships; attend meetings, gather data, report data, and build relationships
• Ensure effective communication across functional departments and external customers on Customer Service for Onity and Supra i.e., via emails, phone calls, face to face, and formal presentations
• Utilize Oracle to create new customer accounts, update customer accounts, and to create reports
• Utilize SalesForce to create and update customer accounts, create reports, and find target customer bases
• Utilize SalesForce Commerce to update, maintain, and upgrade current customer facing e-commerce site
• Work with Aftermarket Team (ATM) to ensure Customer Service is aligned with ATM goals and objectives
• Drive Net Promoter Score (NPS) improvements through use of surveys, reports, first touch contacting, and pre-notification of scheduled surveys
• Potential to lead special one-off programs to ensure a positive customer upgrade experience

Basic Qualifications

• High School Diploma or GED
• 2+ years of experience in a liaison type role and Salesforce (or similar CRM)

Preferred Qualifications

• Experience in the Hospitality and Real Estate markets
• Microsoft Office, Oracle and PowerBI reporting
• Creative problem solver, prioritize competing business objectives and find win-win outcomes
• English presentation, written, and verbal communication skills
• Listening skills
• Work well across functions, inline with our values:  Respect, Integrity, Inclusion, Innovation, and Excellence

RSRCAR

#LI-hybrid

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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