Customer Service Representative

About Carrier:

Carrier, 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 the safe transport of food, life-saving 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 Carrier on social media at @Carrier.

About This Role:

Our Customer Care Center is the first line of customer communication for incoming calls on the 1-800-Carrier line. We serve North America, including Canada. Our customer base is end users of our brands of HVAC equipment (residential homeowners). We will also assist in servicing our network of Carrier brand dealers looking to obtain parts or technical support.

Training:

• Training is 2-3 weeks long. It will take place on site. Half of the time will be a classroom training, the second half will be hands on with our systems

Key Responsibilities:

• Works under immediate supervision to provide satisfactory and quality customer service

• Assists with answering basic customer inquiries on product availability, maintenance, and the status of orders

• Assists with resolving basic customers' service or billing complaints

• Assists with keeping records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

• Dealer referrals—getting them connected with a dealer that can provide sales or service

• Our number one goal is to get the homeowner connected with the dealer through warm transfer

• Provide customers with warranty information

• Product comparison

• Act as a switchboard for the company- we use a database to help us refer customers to the appropriate department

Required Qualifications:

• High school diploma or GED

• 6+ months experience handling inbound calls in a call center environment

Preferred Qualifications:

• Bachelor’s Degree

• Sales Force experience

• Ability to meet standardized call center metrics

• Be dependable

• Show up to work on time and completing each shift

• Maintain assigned break and lunch schedules

• Above average verbal and written communication skills

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; military leave; purchased vacation 

• Disability: Short-term and long-term disability 

• Life Insurance and Accidental Death and Dismemberment 

• Tax-Advantaged Accounts: Health Savings Account; Healthcare 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.  

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 position may be entitled to short-term cash incentives, subject to plan requirements. 

Pay Range:

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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