Customer Service Associate

Country:

United States of America

Location:

CAI22: Carrier - Indianapolis, 30 South Meridian Street, Indianapolis, IN, 46204 USA

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.

We are seeking a friendly, detail-oriented, and solution-driven Customer Service Associate to join our team. In this role, you will be the first point of contact for our customers, helping to resolve inquiries, provide information, and ensure a positive experience with our products and services. As a Customer Service Associate, you will be responsible for maintaining orders, handling customer inquiries, and ensuring timely and accurate communications with internal teams and customers. In this role, you will take on the management of customer accounts in the absence of Account Managers and will be expected to take ownership of tasks, demonstrate initiative, and work collaboratively with a team of high performers to deliver outstanding customer service.

This will be a Hybrid role sitting in Indianapolis, IN, Syracuse, NY or Lewisburg, TN.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, salesforce CRM.

• Resolve customer complaints and issues with empathy and efficiency.

• Maintain knowledge of products, services, policies, and procedures to assist customers effectively.

• Process orders, and mass order change execution.

• Maintain accurate records of customer interactions and transactions using CRM systems.

• Step in to manage customer accounts and guarantee continuity when Account Managers are unavailable or absent, ensuring customer service is not disrupted. This includes maintaining orders, accurate record of customer account. requirements, and facilitating communication amongst internal teams for seamless order fulfillment.

• Support team and customers in all aspects of order management in accordance with order policies.

• Escalate unresolved issues to the appropriate internal departments when necessary.

• Follow up with customers to ensure their issues are resolved to their satisfaction.

• Contribute to team goals and participate in training sessions or team meetings as required.

• Work with internal teams to flow information to Sr customer service representatives.

Required Qualifications

• High school diploma or GED with 5+ years of customer service experience, preferably in a call center or similar high-volume setting utilizing a CRM (Customer Relationship Management Software) OR Bachelor’s degree with a minimum of 1 year experience in an operations, marketing, administrative, sales/customer support role.

Preferred Qualifications

• Bachelor's degree in Business preferred.

• Familiarity with SAP and Salesforce.

• Experience in the HVAC industries or familiarity with product-based customer service roles.

• Previous customer service or call center experience is a plus.

• Excellent verbal and written communication skills.

• Strong problem-solving and conflict-resolution abilities.

• Comfortable using computers, CRM software, and other office suite technology.

• Ability to multitask and manage time effectively.

• A positive attitude and willingness to go the extra mile for customers.

RSRCAR

#LI-Hybrid

Pay Range:

$50,319 - $88,447 Annually

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 the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

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