Customer Care Associate / Un(e) associé(e) au service a la clientèle

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 @Carrier.

About this role

Carrier Commercial Services is hiring a Customer Care Associate who strives for 100% customer retention. Interact with customers 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 ensures a very high degree of customer satisfaction. The Customer Care Associate 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. Promotes the use of additional services and products and provides sales leads. This role is a great fit for someone who excels at building relationships, who has outstanding customer service and is passionate about 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. The Customer Care Associate will be working hybrid (2 days in office and 3 days at home per week) in the Mississauga office for Carrier Commercial Services.

À propos du poste

Carrier Commercial Services recrute un(e) associé(e) au service a la clientèle dont l'objectif principal est d'assurer une fidélisation de la clientèle à 100 %. Dans le cadre de vos fonctions, vous rencontrerez les clients en personne afin de garantir l'alignement entre leurs besoins et les prestations prévues aux contrats de service, tout en établissant des relations de confiance durables avec vos comptes assignés. En tant que point de contact unique pour toutes les problématiques clients, vous coordonnerez les efforts entre les ventes et les opérations pour résoudre les incidents, tout en évaluant les processus internes pour améliorer la satisfaction globale. Vous contribuerez également à la croissance de l'entreprise en faisant la promotion de services additionnels et en générant des opportunités de vente. Ce poste est idéal pour une personne sachant etablir des relations, dotée d'un sens du service client exceptionnel et passionnée par le travail d'équipe interfonctionnel. Le (la) candidat(e) idéal saura évaluer et anticiper les besoins immédiats et futurs des clients. Ce rôle est hybride (2 jours au bureau et 3 jours en télétravail par semaine) au sein de notre bureau de Mississauga.

Key Responsibilities

• Maintain and develop relationships with contract customers (face-to-face and virtual)
• Support Commercial Service Agreement escalations
• Partner with Service Contract Specialist /Operations teams to build out Service Agreement customer strategies
• Attend to customer needs and requests, serve as liaison between Sales and Operations teams
• Ensure Service Agreements are renewed on time with current customer purchase order
• Track action items to completion, ensuring customer satisfaction
• Work with the Sales/Operations leadership to renew the service agreements at profitable margins
• Seek out potential sales opportunities i.e. Customer's budgeted upgrades/expansions and forward opportunities to Sales Leader for assignment
• Reach out existing chiller customer base to seek out end user information or Digital service agreements

Basic Qualifications

• High School Diploma or GED
• Bilingual English and French
• 2+ years' experience within the HVAC or Services industry

Preferred Qualifications

• Bachelor’s degree
• HVAC experience in customer support
• Ability to work in a highly team-oriented and dynamic environment
• Presentation skills in French and English
• Effectively develop expectations and relationships with internal and external customers
• Self-motivated and able to manage many simultaneous actions and requests
• Comfortable operating in a technical environment utilizing Microsoft based computer software and CRM (Salesforce)  
• Goal-orientated with strong time management and organizational skills

Additional information

• Must have unrestricted authorization to work in Canada.
• No visa sponsoring available

Pay Range

The expected base salary range for this role is between $71,500.00 CAD - $121,500.00 CAD 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. This compensation includes components such as base salary, vacation pay, public holiday pay, potential estimated overtime pay and paid statutory leaves of absence. Additional benefits may include insured benefits such as health care, vision, dental, disability, as well as possible retirement contributions.

Other Compensation

This role may also provide the opportunity to earn additional incentive compensation in the form of annual bonus, sales bonus, sales commission or local incentive. If the role provides for an opportunity to earn additional incentive compensation, it will be based on measurable performance factors which may include company performance, individual performance or other key performance indicators.

Use of AI

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

Benefits

Employees are eligible for benefits, including:

• Medical, Dental

• Retirement Benefits

• Time off and Leave

• Disability: Short-term and long-term disability

• Life Insurance and Accidental Death and Dismemberment

• Tuition Assistance

Benefits are available to eligible full-time employees and may vary based on provincial or local requirements and other eligibility factors, including date of hire and the terms of any applicable collective bargaining agreement.

Carrier Accommodations Process

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.

Current Vacancy Identification

This is a current vacancy for which Carrier is currently hiring.

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