Customer Service Representative

Join Riello, a global leader in energy and heating solutions. For over a century, Riello has been at the forefront of innovation in combustion technology, HVAC systems, and power protection. Our portfolio spans advanced burners, boilers, and sustainable heating solutions. With a strong commitment to efficiency, reliability, and environmental responsibility, Riello serves residential, commercial, and industrial markets worldwide. Be part of a team that drives progress in clean energy and critical power infrastructure, shaping a smarter and more sustainable future.

Riello is currently a subsidiary of Carrier.

About Carrier

Carrier Global Corporation, a 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.

About this role

Riello Canada is looking for a dedicated and organized Customer Service Representative to join Mississauga team. In this role, Customer Service Representative is the primary point of contact for our customers, helping them via phone and email to resolve issues and answer questions about our products. As a Customer Service Representative you will do more than just answer inquiries; you will be a key problem-solver who researches solutions, creates helpful guides for the team, and works closely with our warehouse and sales departments to ensure every order arrives on time.

If you enjoy helping people, investigating complex questions, and finding ways to improve the overall customer experience, we would love to hear from you.

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

• Confer with customers who contacts the organization by telephone or electronically, provides information about organization products or services, discusses customer accounts, and obtains and addresses customer complaints.
• Use organization and product knowledge to address more difficult inquiries and provide follow up.
• Develop documentation used to solve difficult customer issues/requests/complaints. Directs queries to appropriate department or employees, as needed.
• Research published materials and secondary sources of information to find additional sources of information that can be recommended to customers to answer their questions to ensure customers' satisfactions are met.
• Collect and consolidate information regarding customer interactions and transactions, analyzes customer interaction and customer service trends to facilitate future needs in trainings and improvements in customer services.
• Talk with production, sales, shipping, warehouse, or other employees to expedite or trace shipments.
• May promote various products/services to ensure business targets are met and provide after-sales support for various client contracts.

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

Basic Qualifications

• High School diploma or GED
• 2+ years experience in customer service
• 2+ years experience in MS Office Suite

Preferred Qualifications

• University/college degree
• Quality focus, analyzing information and good documentation skills
• Telephone skills
• Listening, multi-tasking, problem solving skills
• Resolving conflict
• Time management skills
• Effective English communication
• Work efficiently with internal and external stakeholders

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 and $121,500. The rate of pay may be impacted by factors such as the applicant’s geographic location, market data/range, skills, prior relevant experience, job-related knowledge, specific degrees and certifications, and/or other relevant considerations.​

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, etc., as well as possible RRSP matching.​

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 

The specific benefits available to any employee may vary depending on provincial and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements. 

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.

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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