Customer Service Tech

Country:

United States of America

Location:

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

About this role: 

If you thrive in a fast-paced environment and are looking for an opportunity to develop your customer service career, then we have a great opportunity for you. We are seeking a motivated, process-oriented individual in our Customer Care Center to support our customers via telephone and written communications. Our channel includes end user-homeowners, installing and servicing contractors, distributor warranty administrators and distributors seeking after-market replacement components. Our Call Center is a high-volume, fast paced and metric driven call-center team atmosphere with high emphasis on customer satisfaction.

Key Responsibilities:

• Provide exceptional customer support to homeowners.

• Handle homeowners to assist with locating local service providers.

• Manage all customer interactions via inbound/outbound phone, email, and written correspondence.

• Assist consumers with troubleshooting Wi-Fi connectivity and Remote access on website or phone applications.

• Communicate customer facing issues to management and identify areas of opportunity

• Collaborate with internal departments to resolve customer opportunities

• Actively participate in departmental Carrier Excellence initiatives as well as agent certifications

Required Qualifications:

• High School Degree/GED

• 2+ years of experience in a call center or troubleshooting

Preferred Qualifications:

• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)

• Ability to handle between 75-90 phone calls per day while maintaining a positive/responsive attitude with the customer

• Working knowledge of Salesforce is desired.

• A background in Residential and Commercial HVAC applications, products and systems, and the ability to read basic technical drawings is desired

• Excellent customer service skills

• Strong written and oral communication skills

• Proficient in MS Office (specifically Word and Excel)

• Strong analytical skills, accuracy and attention to detail

• Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time

• Creative problem solving skills

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

• Adaptability and flexibility to seasonality and changing business demands is critical.  Scheduled shift assignments will include evening and weekend hours

• Spanish or French language skills are a plus

RSRCAR

#LI-Onsite

Pay Range:

$34,238 - $59,916 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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