Sr. Customer Service Associate - Commercial Support

Country:

United States of America

Location:

CAN01: Carrier-Syracuse, NY 6304 Carrier Parkway , East Syracuse, NY, 13057 USA

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.

About The Role:

Carrier has an exciting opportunity for a Sr. Customer Service Associate – Commercial Support to support our customers via telephone and written customer service.  Our B2B channel includes Data Centers,  Commercial Contractors, National Accounts and Carrier Commercial Service (CCS) customers seeking after-market replacement components. The Customer Care Center is a high-volume, fast paced and metric driven call-center team atmosphere with high emphasis on customer satisfaction. This position will be 2nd shift (3pm-12am EST).

Job Description:

• Service VIP high profile customers via telephone and e-mail ensuring SLA expectations are achieved and exceptional quality services are delivered to the customer.
• Provide exceptional customer support to VIP customers; as well as pre-delivery and post-sale customer service support (including parts selection, ordering, expediting, pricing, and availability.
• Adaptability and flexibility with 1st, 2nd, & 3rd shifts, including weekends, depending on business demands with a scheduled rotation.

• Primary support and backup for commercial cases received.
  • End customers can include data centers, hospitals, universities, retail businesses, and industrial complexes, within the US and internationally.
• Work closely with internal teams to resolve complex issues.
• Escalate to management customer facing issues, identify trends, areas for improvement, and opportunities for optimization to enhance client satisfaction and operational efficiency.
• Build strong business relationships and drive market growth in the commercial business sector.

Required Qualifications:

• High School Diploma or GED
• 3+ years of experience in a customer service role, with a strong emphasis on delivering exceptional client support.

• 3+ years of using a range of software applications and tools, including  but not limited to Outlook, Microsoft Office and other industry-specific platforms.

Preferred Qualifications:

• Self-starter and well organized to multi-task and prioritize work.

• Strong customer focus and technical aptitude; sense of urgency; strong organizational skills

• Basic knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools.; Salesforce experience is a plus.

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

• A background in Residential, Light and Heavy Commercial HVAC applications, products and systems is desired.

• Strong ability to work with diverse, cross-functional project teams to achieve high levels of performance in a dynamic, changing environment.

• Meet customer experience quality metrics

• Actively participate in departmental Carrier Excellence initiatives.

• Strong written and oral communication skills.

• Proficient in MS Office (specifically Word, PowerPoint and Excel).

• Strong analytical skills, accuracy and attention to detail are necessary.
• Ability to handle multiple tasks, creative problem-solving skills.

RSRCAR

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Pay Range:

$61,213 - $107,122 Annually

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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